Began employment with Ford in 1988, adeptly navigating the organizational hierarchy through roles of increasing leadership, complexity, and scope to ultimately drive global customer experience strategy and execution.• Directed global activities for customer experience (CX) new product and business launch strategy, managing all facets of the customer journey and leveraging voice of customer insights and data analytics to drive continuous improvement, mitigate roadblocks, and facilitate change management.• Led cross-functional teams spanning marketing, engineering, IT, and customer experience (CX) to achieve critical milestones for support, program development, budgeting, and launch timelines.• Aligned efforts with senior and executive management through ongoing communications, in addition to operating as a resource and mentor in a matrixed environment to facilitate staff development. • Fostered, advanced, and maintained global relationships spanning multiple continents, guiding launches from conceptualization to execution and post-launch support. • Built and integrated a proactive customer outreach program for improved engagement and education.

• Delivered corporate Mobility Strategy by leading and coordinating with global personnel regarding product management and enhancement, leading cross-functional Ford and supplier teams to exceed customer expectations from strategic planning to launch.• Employed data analytics, voice of customer insights, and trends aimed at constantly identifying new opportunities for customer integration with a focus on over-the-air (OTA) vehicle technology. • Instituted necessary resources, education, and marketing for OTA implementations to drive customer adoption alongside partnering with technical leaders to support optimization and improvement. • Communicated with executive management for critical launch requirements as well as assessing all considerations for a cutting-edge technology initiative and safeguarding alignment on financials.

• Managed daily operations of a contact center, upholding a world-class customer experience with a substantial combined channel volume; successfully achieved and maintained a customer satisfaction score of 87% completely satisfied.• Monitored and supervised key performance indicators (KPIs) and relevant data points, identifying areas of discrepancy to enact process improvement or change management efforts as needed. • Achieved customer satisfaction targets in addition to delivering cost savings while transitioning the support from on-site to remotely managed for a domestic and global based supplier.

• Excelled in a hybrid role managing competing priorities including directing a social media and engagement team alongside directing issue resolution and corporate communications on behalf of executive leadership; collaborated with a range of parties to swiftly develop customer solutions.• Navigated a high-visibility, time-sensitive environment with tact and diplomacy to ensure consistent customer contact and critical concern resolution in less than four business days. • Designed and implemented the sales, marketing, and digital customer engagement strategy across service click-to-chat, social media, customer search, and engage, email, and correspondence. • Integrated existing social media, email, and correspondence teams while developing and launching a service click-to-chat team into one cohesive team supporting all Ford owner inquires and concerns. • Consistently sought to identify cutting-edge tools and technologies for internal optimization, leading implementations to maximize resolution efficacy and bolster the customer experience.

• Directed a team to establish the remanufactured product and financial strategy for Asia-Pacific and South America, resulting in an significant incremental net profit before tax.• Managed global, cross-functional relationships up to C-Suite, maintaining communications and alignment through each phase to secure buy-in with decision-makers and drive implementation. • Led the development of the business case and product strategy, establishing the five-year business plan to implement the building of remanufactured parts for the first time in Asia-Pacific and South America; worked directly with each market’s senior manager to achieve customer needs and a significant ROI.