I have a passion for customers and driving positive brand experiences across all channels & touchpoints. I also have a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. I see it everywhere – in my personal life from PTA meetings, to visiting a friends in the hospital – and professionally from cross-channel servicing operations, to brand awareness & product value proposition. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues.I am skilled at designing programs & structured problem solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging my 15+ years of business process improvement experience and leadership, I champion a culture of customer advocacy. I am knowledgeable on a variety of methodologies including Six Sigma/Root Cause Analysis, Customer Experience Management (CEM) and Journey Mapping/Management. I coach and mentor others to apply these rigorous methodologies and deliver results. Specialties: Customer Listening, Net Promoter, Operations, Six Sigma, Executive Leadership, Management, Customer Service, Client Focus, Journey Experience Design, Program Design