TAG CRM/CX focuses on how successful B2B and B2C companies implement and manage CRM/CX strategies and tools. CRM/CX assists stakeholders in finding the answers through meeting topics such as; software solutions, cutting the cost of using your CRM solution, and by reviewing which approaches lead to the highest customer satisfaction scores; and best practices for improving data-quality.

Advised client C-Suite executives on strategies to drive customer success and revenue growth at strategic management and technology consulting firm. Oversaw client teams to ensure excellence in project delivery.Select Accomplishments:Transformed global SaaS company’s operational model for business development, from prospect to customer. Evaluated people, processes, tools, and technologies. Delivered set of projects for upskilling employees, aligning processes and workstreams, and optimizing technologies, with prioritization model for projects based on value and costs. Led to client hiring firm to execute on projects.Enabled SaaS company to enhance value to customer at every phase of customer journey by creating roadmap for global customer success operational model, from fundamental to advanced maturity.Improved customer experience of firm’s major employee resource group partner, Russell Innovation Center for Entrepreneurs, by streamlining client booking process, removing manual process.Delivered presentation used by business development team to pitch largest airline in Atlanta on firm’s approach to strategy development, execution, and change management. Grew firm’s business in customer experience projects. Created and implemented training for all consultants on communicating to client executives value of customer experience initiatives. Elevated firm’s thought leadership by co-authoring and publishing article on evolving customer success operations.

Led strategies to improve customer satisfaction, operational efficiency, and utilization while reducing costs at global IT supply chain company. Collaborated with software developers, consultants, global project managers, and different business functions as dotted line leader and as Customer Success Subject Matter Expert to drive issue resolution and increase value to customers. Reported to VP of Customer Experience.Select Accomplishments:Delivered corporate goal to centralize, unify, and modernize customer experience throughout enterprise. Led implementation of Microsoft 360 CRM and Customer Portal for North America Post-Order Management Services, which became template for Global Business Units. Managed the support experience for Post-Sales Operations for both offshore (BPOs) and onshore business units, enabling sales, vendor management, and Billing teams to deliver exceptional value by improving QA standards, processes, and strategies. Transformed customer experience with technology-enabled innovations developed in collaboration with software developers. Created self-service tool for customers that achieved 50% adoption in first six months of launch. Built automated issue escalation tool, which enabled Customer Care team to systematically track issues and advocate for customers in product development.Improved employee performance, engagement, and buy-in for digital transformation by leading change management processes focused upskilling associates in soft and hard skills.

Developed customer success organization of email marketing platform provider from infancy to maturity. Assessed people, processes, and tools and identified areas for improvement. Led Onboarding and Campaign Services teams that drove software adoption, engagement, and retention.Select Accomplishments:Achieved record-level year-over-year revenue increase of 40% by transforming processes to focus on improving upsells. Sustained revenue increases throughout tenure, exceeding growth targets.Decreased escalations by 30% by revamping upstream processes that were hindering performance.Reduced time and process variation by 25% by capturing voice of the customer, which enabled identification and resolution of gaps during implementation of company’s digital marketing software.Enabled culture of continuous improvement for customer success function by defining operational metrics for customer success and creating system for tracking metrics.

Oversaw strategies to enhance customer experience, retention, and upsells of network monitoring and management software provider. Spearheaded projects to improve business outcomes and embed customer experience throughout enterprise by gathering, analyzing, and presenting customer requirements to leaders of Accounting, Service Delivery, Network Operations, and Change Management units.Select Accomplishments:Increased retention of high-priority business-to-business (B2B) customers by developing roadmap that aligned voice of the customer with different business units’ goals, strategic plans, and tactics. Increased productivity of Incident Management Team by 30% by implementing user acceptance testing on software automation workflow and developing roadmap to satisfy business requirements. Reduced “aged tickets” metric by 75% in 60 days by creating Problem Management business model and success criteria.Fostered leadership outcomes of managers through mentoring and coaching, leading to mentee winning 2016 MVP of the year due to their positive impact in managing Incident Management team.

Responsible for identifying opportunities for improvement and proposes mechanisms to management that ensured accountability and drive performance in Care, Mobile, and Tech Support by creating and implementing SLA “Eye in the Sky” and Resolve Usage monitoring.Improved performance by raising efficiency and meeting performance targets for speeds, efficiency, quality, and positive customer experience by analyzing Repeat tickets and implementing Repeat Rate Metric on our Tech Support scorecard.Developed and implemented groundbreaking analytical tool for managers to use to track, identify trends, and root cause analysis for TSAT surveys. This resulted in better coaching for agents and led to innovations to improve TSAT surveys across Operations.Developed and created a centralized repository of operational applications and tools “Manager Toolbox” to decrease ramp up time for new operations managers. Improve current manager’s knowledge in operational management tools.