Collaborated with CX stakeholders throughout the organization to ensure they felt supported and had the tools/insights they needed to deliver world-class customer experiences.Designed and executed Bank-wide events that promoted culture and employee engagement.Primary training resource and mentor for new CX Team members, interns, management trainees, etc...Oversaw the maintenance, execution, and enhancement of Voice of Customer Programs (internal and external customer surveys, internal feedback, and regulatory complaints).Identified and recommended ways to grow and enhance CX key programs and initiatives.

Spearheaded workshops on employee engagement by providing guidance and resources around timekeeping, leaves, corrective action, and absenteeism to leadership.Orchestrated successful partnerships with Senior Managers and Supervisors to deliver month over month improvement in absenteeism and employee engagement.Coached and developed 12-15 direct reports to ensure delivery of exceptional customer service while maintaining a high performance.