• Lead the National Steering Committee to ensure alignment with the Contact Center AI Association's mission and goals.• Provide strategic direction to other committees and compile the annual report for the organization.• Represent the committee in external communications and partnerships to enhance the association's visibility.

Driving strategic CX initiatives and sustainable AI adoption as the Northeast Chapter President for the Contact Center Artificial Intelligence Association (CCAIA). I’m passionate about guiding the responsible integration of powerful technologies like intelligent virtual assistants and predictive analytics to streamline operations and deliver best-in-class customer service. I’m committed to developing ethical AI governance best practices that allow organizations to enhance experiences while protecting customers, employees, and society. I facilitate education and drive collaboration among forward-thinking CX professionals in the Northeast region.The Northeast chapter of the CCAIA hosts quarterly in-person round table discussions in New York City. Customer experience leaders have the opportunity to exchange best practices for using AI in their operations.

If you're looking to scale, start with what you can afford to change - your culture.Invest in your culture so your organization can become a finely-tuned, customer-centric relationship builder that earns loyal customers and a profit.Our ground-breaking solutions immerse your team in deep empathy, cultivating an outside-in perspective that gives customers a voice.Through our programs, we:- Build your emotional intelligence capabilities with Empathy Immersion Bootcamps- Rapidly redesign processes to enhance emotional connections and strategically leverage technology with CX Optimization SprintsAs a responsible AI advocate, we harness intelligent technologies to amplify emotional intelligence and optimize customer journeys, guided by ethical governance practices.By targeting the root causes of experience failures, we empower you to deliver unparalleled customer loyalty and achieve sustainable growth.Transform your culture, revolutionize your customer experiences, and unleash your growth potential with Walk A Mile CX.

As Manager of Experience Management at Travelers, I elevate the interactions and journeys of auto insurance customers through an empathetic, outside-in lens. By truly walking a mile in customers' shoes, I give them a voice that shapes exceptional, emotionally resonant experiences. Championing a customer-centric culture, I immerse teams in empathy-driven methodologies that build emotional intelligence capabilities. Through continuous improvement strategies and robust analytics, I identify the root causes of experience failures, optimizing processes to exceed customer satisfaction targets and reduce response times.A catalyst for sustainable transformation, I integrate intelligent technologies responsibly, streamlining operations while upholding ethical AI governance. My expertise in Lean Six Sigma drives process redesigns that enhance loyalty, enabling Travelers to deliver best-in-class service.With a passion for understanding customers' needs, I spearhead innovative initiatives that humanize auto insurance journeys. By fostering an environment of empathy and enabling strategic technology solutions, I position Travelers as an industry leader in delivering unparalleled customer experiences.

Developed synergistic relationships with congressional and senatorial offices, achieving a 100% overall satisfaction rating while addressing constituent concerns.Enabled my teams through coaching and mentoring to become area recognized top-performers. I empowered my Business Service Network team to achieve a satisfaction rate of 95% with 270 vital business accounts; protected $278 million in annual revenue. Improved the Connecticut district’s complaint handling process with continuous improvement strategies, root cause analysis, project management methodology, and mentorship programs. I improved customer overall satisfaction scores from sub-target to twelfth in the nation and first in the Atlantic Area.Formally recognized by a U.S. Congressman, the District Manager, and the HQ Consumer Advocate for my dedication to exceptional customer service.

Managed three unique customer focused programs. I directed the LEADing Together Program, the Business Service Network (BSN), and the Consumer Affairs Team in the Connecticut District.The BSN protects USPS revenue from medium to large business customers. To protect this revenue, I tracked historical revenue data from each account to identify variances and forecast future revenue. I empowered my BSN representatives to engage their accounts, learn the root-cause of revenue changes, and tailor pro-active conversations to better align with the needs of our customers. My team maintained a Customer Overall Satisfaction score that exceeded the national target.The Consumer Affairs department assists customers with complex complaints and inquiries. The department also aligns the complaint resolution processes within the district. As the A/MCR, I focused the district on the timeliness and quality of complaint resolutions. I also worked with the A/Consumer Affairs Manager to provide on-site training and coaching for opportunity post offices. As a result, our district surpassed the national Customer Overall Satisfaction (OSAT) target. I was recognized by the Atlantic Area Customer Relations team as the most improved in OSAT for Quarter two of Fiscal Year 22.Ensured that the Customer Relations department staff were empowered to take care of our customers while balancing the operational budget. Financial stewardship is critical to the sustainability of USPS. I utilized workload management, employee scheduling, and budgeting to ensure operational costs were minimized.

Fostered and maintained positive relationships with congressional and senatorial offices throughout my district. Furthermore, I manage a consumer affairs team as well as a business service team.Resolved the most complex customer complaints while supporting the resolution processes in 300 local post offices.Led a Business Service Network team of 6 employees, achieving a satisfaction rate of 95%, and protected $32 million in annual revenue from 270 vital business accounts.Formally recognized by the Colorado/Wyoming District Manager, as well as a U.S. Congressman. A dedication to customers and commitment to exceptional service were highlighted in each commendation.

Improved the Customer Relationship Management platform to provide an exceptional experience to more than 150,000 employees and 500,000+ external customers each day nationally.Analyzed data collected from customers to determine service defects within Postal systems and practices. I presented my findings to top executives which fueled continuous improvement efforts.Collaborated in Agile Scrum meetings, providing a framework enabling cross-functional problem solving with contracted developers, IT, and database teams to ensure business' requirements were met and program cross-compatibility. Optimized daily and weekly reporting with Excel Macros (VBA) to automate reporting functions resulting in a workhour reduction of 48.31%. The analysis and data input were protected against errors producing reliable and actionable data for use by executive leadership.

Improved retail customer service operations in 300 local post offices, improving customer feedback scores by 10 points. Analyzed customer verbatims to inform customer service culture transformation efforts. I implemented the use of a well-trained lobby assistant and worked to improve employee morale. I used the Preplanning and Compliance Worksheet to align schedules, communicate expectations, and provide contingency tactics. I reduced wait time in line by 36% and increased customer satisfaction by 10%. My efforts have resulted in five-star reviews on Google and Yelp. Additionally, customers have been sharing their positive experiences in online discussion forums, encouraging further patronage.CELOC was lacking efficiency and missing operational targets. Data collection errors and alert communication barriers diminished the viability of the operation. I improved the efficacy of the operation and fostered the district’s trust in the data collected. I ensured data integrity and accurate representations of reality by re-aligning the CELOC’s mission. Designed and implemented standardization initiatives and protected the data through creating input processed with Poka-Yoke design resulting in the reduction of data input errors by 95%. Engineered a digital alert and observation system with standardized communication to record actionable root cause information and notify 300 local post offices of deficient customer service processes. Created Standard Work Instructions (SWIs) and provided consistent coaching that increased the team’s productivity by 87.83% and decreased average handling time by 66.82%. The CELOC’s observations were used to inform a Western Area Lean Six Sigma (LSS) Multi-level mentoring WTIL multiplicity project, four district WTIL Kaizens, and an outreach support effort in Boulder. As a result, I increased WTIL feedback scores by 9.86% to 86.85%.

Deployed continuous improvement methods to align daily unit service operations with a quality customer experience.Improved customer satisfaction through the reduction of reopened cases, addressing systemic process issues, and engaging my team around customer service.Reduced workhour overages by 20 hours weekly, controlled employee availability through accountability processes, and improved team productivity by 33%.

Assisted team in change management through taking on additional roles and responsibilities such as being our station’s employee engagement coordinator for the customer connect program.Provided high quality and timely mail delivery services to business and residential customers. My exceptional time management and organizational abilities enabled me to deliver to customers efficiently and reliably.Facilitated team change management as our station’s employee engagement coordinator for the Customer Connect program. Due to my job performance, coaching abilities, and adhesion to proper processes, I was selected to be an on-the-job instructor for new carriers.Engaged craft employees in identifying and submitting potential sales leads that resulted in $200,000 in sales.Coordinated with district and program leaders to promptly resolve systemic lead conversion issues preventing the loss of potential revenue. I coordinated cross-functional teams to best serve the customer and create an exceptional customer experience.

Created and maintained valuable client relationships through effective communication, efficient problem identification and resolution, and excellent customer service. Increased revenue by 20% annually through networking, promotion campaigns, and direct sales.Received 100% all-time customer satisfaction through active listening, integrity, high quality products and service, and quick response timeframes to make my client's special day magical.

Manage workflow in order to meet time expectations while coordinating groups of more than 5000 students to provide professional quality images at fast-paced events.

Vandal Solutions is a not-for-profit group that provides professional-quality marketing and advertising services to local businesses. It allows students to develop real world business skills through project management, creative marketing and sales. As the Manager of Public Relations, I created and maintained the image of Vandal Solutions and developed relationships between the organization and the business community.

Organized a team to meet expectations of customers while cooperating with other Vandal Solutions teams in an enthusiastic and professional manner to provide high quality products to the Vandal Solutions project and sales teams.