Neuron7 helps service leaders resolve issues faster, capture knowledge, and improve service quality. We focus on complex service environments, where the scale of products, issues, and potential resolutions exceeds human capacity.

Certible provides examination software, candidate support, and program consulting for professional certification and credentialing programs in the IT sector worldwide.

Walker specializes in XM strategies and best practices for XM programs delivered on the Qualtrics experience management platform.I led a team of technologists, project managers, and SMEs to deliver successful implementations within the Qualtrics partner ecosystem for their Experience Management SaaS solution. My team’s objective was to deliver results that create value for our clients, and we have successfully grown our impact within the business and expanded our revenue portfolio. To drive this value for our clients, I focused my time on coaching and mentoring each member of my team while also building a shared vision of success through accountability and accomplishment.

I guided our clients as they built out their Experience Management programs, ensuring that program direction aligns with corporate strategy, delivers ROI to their organization, and provides a differentiated experience for customers, employees, and partners that promotes customer loyalty and strenghtens employee engatement and retention.

Vylla’s national footprint and full-service model (real estate, lending, and title) provide a progressive approach to the real estate process, creating extraordinary experiences for its customers.Responsible for the operations and management of our support ecosystem serving homebuyers, real estate agents, mortgage lenders, and title officers throughout the homeownership journey. I led a team of agents focused on resolving issues for our stakeholders, and I was central in ensuring our agents and lenders knew how to leverage our team to deliver value to their clients. I optimized our process, defined our self-service strategy, and worked alongside senior business leaders to enable their teams to achieve their department goals. Moreover, I developed the Experience Management program for the firm, building our a driver framework across the moments of truth for each stakeholder along their journeys.

Responsible for our customer / partner experience and support departments, focusing my time on the upstream activities that created the most value for our partners with the aim of alleviating customer challenges downstream. I lead the development of our experience program, focusing on NPS and CLFU, and from a support perseptice, I engaged with our technical and sales teams, working to ensure our on-boarding and sales training programs provided our channel partners with the tools and techniques they needed to sell product and recruit additional sales representatives. Additionally, as a high volume, direct-to-consumer shipper, I scaled our support department to operate 24/7 and lead numerous self-service initiatives to optimize our internal and channel operations

Led a global Customer Experience program, covering B2C and B2B markets for the SanDisk brand. My work focused on measuring the moments of truth for our Distributors, Channel Partners, and Retail outlets, and then working within the organization to drive large scale change management efforts to alleviate key challenges across sales, marketing, logistics, product, engineering, and support for each of these stakeholder groups.

same as Western Digital (SanDisk was acquired in 2016)

In this role, I lead a variety of strategic initiatives for the CX Program, working cross-functionally to drive change and deliver value to our customer, partner, and distributor stakeholders.