John L. Sorenson, Mba Email and Phone Number
Seasoned Global Customer Experience Executive and Executive Consultant with deep experience leading CX initiatives and organizations. Excel in developing and driving transformative customer experience strategies across major organizations like BB&T and Truist. Known for developing technology-driven strategies for global contact centers and CX organizations, enhancing customer satisfaction (CSAT) and boosting employee engagement while reducing costs. Collaborating closely with executive teams, I leverage cutting-edge customer experience strategies, organizational structures and emerging technologies to execute transformative customer journeys that excite and delight customers and enable businesses to thrive.✭ EXECUTIVE CONSULTING - A trusted partner in transforming your CX and driving operational excellence, empowering businesses of all sizes to innovate, grow, and deliver exceptional customer service.✭ OPERATIONAL LEADERSHIP AND EFFICIENCY - led global banking contact center operations cost reductions between $2M to $18M through consolidation, optimization, and significant emerging technology transformations, organizational restructures, and continuous improvement initiatives.✭ EMPLOYEE ENGAGEMENT - improved employee engagement across business units 18-26%.✭ CUSTOMER SATISFACTION - improved Contact Center CSAT 15-25% for 13 contact centers ranging from 75 to 5K employees.✭ M&A - led efforts to integrate contact centers for 30+ mergers and acquisitions including the BB&T and SunTrust merger that created Truist, the sixth largest bank in the U.S., with over $500M in assets, 10M consumer households, and a wide range of business customers.✭ PORTFOLIO GROWTH - acquired a $10M business loan portfolio and grew to $50M within three years, demonstrating adept sales, customer relationship management, and business development skills.✭ ENTERPRISE SUPPORT - led enterprise support for a rapidly growing business loan portfolio from $5.6B to $40B over eight years for BB&T, a $228B asset global financial services company.John L. SorensonCustomer Experience Executive and Executive Consultantjohnsorenson@cypresscx.com252-230-3828#CustomerExperience #Consulting #OpenToWorkClifton Strengths: Strategic® Arranger® Achiever® Learner® Belief®Consulting | Strategic Leadership | CX Strategies | Data Analytics | Cross-Functional Collaboration | Transformation Leadership | CX Technologies (CCaas) | Six Sigma | Customer Advocacy | Contact Center Expertise | M&A | Performance Management (KPIs) | Innovation
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Executive ConsultantCypresscx ConsultingRaleigh, Nc, Us
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Executive Board Member And AdvisorChief Executive Connections Aug 2024 - PresentDallas/Fort Worth, Texas, UsChief Executive Connections is dedicated to fostering a private, exclusive community for C-Level executives and leaders who are driven to make a difference. Our mission is simple yet profound: to change the survival rate of SMB businesses by providing unparalleled leadership guidance, strategic insights, and peer support. -
Executive ConsultantCypresscx Consulting Jan 2014 - PresentAdvise large enterprises, small businesses, and nonprofits to streamline their operations through mergers and acquisitions using expert CX Strategies, Contact Center Optimization, and Emerging Technology Transformations to result in exceptional Customer Experience and Community Engagement.
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Svp, Director Customer ExperienceTruist Jan 2023 - Dec 2023Charlotte, North Carolina, UsLed customer experience and operations strategy for 5K+ internal and offshore customer service providers and leaders for Truist, a $535B financial services organization. Led BB&T/SunTrust contact center merger integration, aligned CX strategies with operations, technology, and leadership to scale and improve customer experience and employee engagement (Truist Roles).Digital Banking, Product, Customer Sales, and Support Strategy✭ Led service and sales operations, technology, risk management, and corporate governance across seven domestic internal and four international third-party sites, including 5K+ customer care providers. ✭ Decreased handle times 20% and error rates 15% across deposit, credit card, consumer lending, small business/commercial servicing, and fraud domains with comprehensive customer journeys.✭ Supported annual sales growth exceeding 12% annually. Improved revenues, SLAs, CSAT, transfer rates, and customer attrition by improving sales and service expert customer engagement.✭ Led all Voice of Customer (VOC) strategies including surveys, analysis, and related optimizations.✭ Coached and mentored business unit leaders to refine storytelling while supporting business analysis, problem resolution, and continuous improvement. -
Svp, Director Of Customer Experience And Contact Center Integration & OptimizationTruist Dec 2019 - Jan 2023Charlotte, North Carolina, UsLed customer experience and operations strategy for 5K+ internal and offshore customer service providers and leaders for Truist, a $535B financial services organization. Led BB&T/SunTrust contact center merger integration, aligned CX strategies with operations, technology, and leadership to scale and improve customer experience and employee engagement (Truist Roles).Contact Center Operation Optimization✭ Led enterprise customer service strategies to enhance customer satisfaction and operations.✭ Led a cross-functional team of data scientists, Six Sigma experts, and business analysts to deliver actionable insights that empowered leaders to enhance performance, mitigate risks, forecast more accurately, make informed decisions, and more effectively optimize processes.✭ Reduced information collection 25% through critical customer journey design, Salesforce and data lake aggregation, and system access automation.✭ Spearheaded third-party offshore sourcing acquisition, contract negotiations, and integration.Post-Merger✭ Increased Contact Center CSAT 24%, employee engagement 26%, IVR containment 33%, and service levels 28%. Exceeded expense, revenue, service level, and employee engagement KPIs.✭ Delivered an omnichannel customer experience strategy utilizing cutting-edge forecasting technologies and industry-leading platforms such as AWS, Verint, and Salesforce within an integrated cloud-based contact center solution (CCaaS).✭ Projected 10-15% decrease in handle times and anticipated cost savings of $5.5M to $7.5M in regulatory, compliance, and quality monitoring expenses. Deployed a new operational framework and leveraged cutting-edge technologies (e.g. Generative AI/ChatGPT, voice analytics).
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Svp, Director Of Cx And Enterprise Contact Center OperationsBb&T Dec 2017 - Dec 2019Charlotte, Nc, UsLed contact center for BB&T, a $230M asset global financial services company, driving high impact initiatives for 3K+ customer care providers across eight domestic and international sites with a $150M+ direct and indirect annual budget (BB&T Roles).Enterprise Customer Experience✭ Elevated Global Omnichannel CSAT 21%, improved Net Promoter Score 20%, reduced customer complaints 16%, increased employee engagement 26%, and decreased omnichannel operating expenses $2.5M through cross-channel collaboration.✭ Aligned CX, C-Suite, product, risk, audit, and compliance stakeholders across client touch points.✭ Led key cross-functional partnerships including product, digital, vendor, and back-office support to drive integrated enterprise improvements in customer experience at lower operating costs. -
Svp, Director Of Enterprise Contact CentersBb&T Sep 2011 - Dec 2016Charlotte, Nc, UsLed contact center for BB&T, a $230M asset global financial services company, driving high impact initiatives for 3K+ customer care providers across eight domestic and international sites with a $150M+ direct and indirect annual budget (BB&T Roles).Contact Center Operation Optimization✭ Promoted to execute contact center strategies across the enterprise. ✭ Reduced operating costs $18M and boosted CSAT 24% - streamlined enterprise contact centers, organizational structures, customer experience, and emerging technologies.✭ Executive sponsor of industry-leading enterprise contact center technology such as ANI recognition, Genesys, NICE, Nuance, and PinDrop that enhanced the customer experience, improved call routing, speech recognition and authentication rates.✭ Developed enterprise customer service strategies, leadership development, talent acquisition, onboarding, internal policies, quality assurance, workforce management, risk remediation, and centralized universal statistical analysis, modeling, and forecasting.Sales & Service Operations✭ Generated $200M in direct and indirect annual revenue by leading a team of 200 sales specialists through the implementation of robust service-to-sales and direct sales strategies that deepened customer relationships and lowered customer attrition.✭ Led sales and servicing workforce management, hiring, training, retention, service levels, attrition, revenues, expenses, abandon rates, CSAT, and other KPIs.M&A Leadership✭ Seamlessly integrated 30+ bank contact center acquisitions; oversaw merger strategies tailored to optimize structure, technology, and processes for enhanced efficiency and customer experience.✭ Spearheaded transparent communication with executives, stakeholders, and merged employees, ensuring strategic alignment during significant organizational change.✭ Evaluated and optimized operational processes, led change management initiatives, and communicated a clear vision to foster stability.
John L. Sorenson, Mba Education Details
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University Of South Carolina Darla Moore School Of BusinessFinance -
Brigham Young UniversityBachelor'S Degree
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Brigham Young UniversityGeneral
Frequently Asked Questions about John L. Sorenson, Mba
What company does John L. Sorenson, Mba work for?
John L. Sorenson, Mba works for Cypresscx Consulting
What is John L. Sorenson, Mba's role at the current company?
John L. Sorenson, Mba's current role is Executive Consultant.
What schools did John L. Sorenson, Mba attend?
John L. Sorenson, Mba attended University Of South Carolina Darla Moore School Of Business, Brigham Young University, Brigham Young University.
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