Laura Muli Email & Phone Number

Basking Ridge, Nj, Us

• Drive transformation and improve the customer experience by delivering a customer-first, digitally-enabled experience in the consumer customer experience organization• Manage the migration of customer journey analytics from one platform to another and enable customer journey integration analysis utilizing natural language processing to understand customer feedback from various sources of data• Assist with vetting journey mining platform capabilities

Basking Ridge, Nj, Us

• Led concept, scope definition and execution of strategic and operational business transformation initiatives focused on delivering commercialization of Mobile Edge Compute (MEC) and Private Wireless Networks.• Directed five cross-functional operational efficiency teams to improve processes across the lifecycle for private network and MEC resulting in removing 55-218 days to revenue recognition, reducing time to quote by 2-12 days, reducing end to end cycle time by 5-30 days.• Led the MEC Business Transformation capital planning initiatives for 2024.• Authored competitive benchmarking analyses for market competitors and vendors.• Coordinated updates for multiple senior leadership meetings and presentations such as the monthly Strategic Execution Review (SER), bi-weekly Private Network Ecosystem meeting and organized a weekly newsletter sent to our entire VPs organization.

Basking Ridge, Nj, Us

• Drove successful launch of the Digital Survey Program that produces data from 30,000 B2B customers per month. Led highly visible program by partnering with vendors (Medallia & commonFont) and internal stakeholders, envisioning the strategy including setting quarterly goals and roadmaps, identifying projects that improve the customer experience, launching surveys, and creating governance.• Launched 18 new digital surveys for 8+ internal stakeholders who are charged with reaching NPS 60 goal. The customer feedback is analyzed and shared with the business to drive actionable change.• Drove continued excellence in the B2B Win/Loss Program to ensure it is a cornerstone of the CX program. Expanded scope of the program to provide crucial and timely results to Verizon Connect and plans to expand into Small Medium Business (SMB), Legal and Complex Deals.• Became Verizon Business Group (VBG) CX subject matter expert re: AI/analytics tools such as Touchpoint's Ipiphany and Medallia's Text Analytics• Managed 3 vendor relationships (commonFont, Primary Intelligence, Touchpoint Group)

Basking Ridge, Nj, Us

• Led the launch of a re-imagined Win/Loss Program to understand why Verizon wins and loses large Enterprise customers. The goal is to enable Verizon to deliver better customer experiences while driving higher win rates.• Coordinated data requests from 6+ internal stakeholder groups to prioritize data needs based on sales, revenue, and churn objectives• Created executive-level data summaries and directed ideation sessions• Managed vendor/analytics tools and drove related training sessions to increase data's impact and users depth of market knowledge (Primary Intelligence, TruVoice Dashboard, commonFont, Medallia)

New York, New York, Us

• Created actionable reports and presentations for senior management, marketing, and sales about customer feedback from the global Tiffany survey• Managed multiple vendors and partnered with internal divisions to implement and enhance the survey across multiple channels (i.e., retail, trade, Tiffany.com, contact centers). • Utilized text analytics to research business cases from various internal organizations• Authored/designed/published a Newsletter in 13 languages to communicate to retail teams tools and knowledge to improve the customer's experience• Maintained training and sales development resources for global employees using SharePoint

New York, New York, Us

• Owned the lifecycle management of accessory products and expanded the portfolio to generate additional revenues by meeting growing customer demand for new products and services. Maintained inventory in 300+ retail branches worldwide by analyzing inventory, forecasting, and purchasing product from 10+ vendors.• Led a project to add product care items to the Tiffany website to meet customer demand. Partnered with Marketing and Ecommerce teams to launch multiple products on the website where they can still be found today.• Created a SharePoint webpage and platforms for file sharing to support projects and teams

Middlesex, Nj, Us

• Responsible for compiling the Annual Product Reviews which are used to support US FDA regulatory requirements.• Track two year's worth of chemical, physical, yield, and reconciliation data for the generic medications. Responsible for finding trends to spot possible "out of specification" numbers, and compiling the deviation and MER reports.

New York, Ny, Us

• Retail sales position - responsible for assisting customers and working the register. The floater position provided an opportunity to work in a variety of departments including cosmetics, clothing (women's and men's), women's accessories, and shoes. • Merchandising and receiving - responsible for sorting new inventory to appropriate departments within the store; merchandising - deciding where new merchandise should be placed on the selling floor; and markdowns - mark down large parts of the store at the beginning of each month.

• Responsible for providing the public with daily events schedules and general festival information.• Answered questions and solved problems for the public and vendors.• Assisted staff managers in staff assignments.

• Responsible for assisting pharmacist and working as a cashier.• Helped the bookkeeper balance the registers, sort through mail, and keep up with daily sales.