Michelle Brigman Email & Phone Number

Arlington, Tx, Us

I’m a 20+ year executive with an expertise in designing award-winning customer and employee experience programs for Fortune 500 companies and iconic brands. I know how to level up loyalty and delight to improve business outcomes.

San Jose, California, Us

Delighting Clients by Making AI Simple and Seamless. Developed new customer success tier model for client support. Process transformation activated a scalable and cost-effective solution that protected customer service and satisfaction.

Pleasanton, California, Us

I help Medallia by advocating for our clients, the CX leaders at enterprise organizations. Having successfully led cross-industry CX programs for 7-Eleven, Citi, and Dell, I have a keen understanding of the organizational and business challenges they face. I am committed to sharing my own learnings, industry best practices, and latest research as we collectively find the best solutions.

Irving, Tx, Us

As the Director Customer Experience (CX) for 7-Eleven, I advance the North America Voice of the Customer (VOC) strategic direction to align with operations for 11K+ franchised and corporate stores. Ensure the customer care contact center provides a timely resolution of digital and in-store pain points. Lead the Net Promoter Score (NPS) program, design post-transaction surveys, and monitor feedback channels to measure overall customer loyalty and satisfaction. Apply qualitative and quantitative methods to embed VOC into all business decisions. Partnered with a 3rd-party service provider to redesign omnichannel near-shore customer service contact center.► Accelerated customer service case incidents 93% by Service Now CSM and process changes, Q1’20► Increased enterprise engagement in customer NPS by 600% and overall satisfaction feedback with the launch of the Medallia Mobile 3.0 App Q1’20► Improved time to resolve customer service incidents by 96%, Q1’19► Led the monthly mystery shop program across all NA and CA stores verifying store operations met standards and providing tools for continuous improvement to deliver YoY improvement of 12%► Co-chaired culture transformation initiatives introducing design thinking and Agile values across the organization, ensuring every employee has access to human-centered design tools, Q4’19► Developed financial linkage model using quantitative research to identify the improvement of 60% in-store traffic and transactions with higher in-store satisfaction, May 2020► Co-led collaborative committee with franchisees to improve customer service by launching customer-centric videos and best practice tools to enhance franchisee use and engagement by 30%+, Q3’19

New York, New York, Us

As the Director Client Experience for Citi, I aligned the CX strategy and operations for the North America servicing teams supporting the Retail Bank and Credit Card business units. Partnered with the business General Managers to improve quality of service, FCR, and AHT metrics. Led a team of 160, managing a budget of $18M and scope, including the VOC survey and vendor management, data analytics and insights, complaints management, process improvement, benchmarking, journey mapping, experience design, and contact center quality. Improved the digital experience by reducing digital pain points and servicing contacts through real-time monitoring of 1B+ annual credit card transactions. Earned status as a highly-visible spokesperson for Citi Innovation, hosting government officials at the national, state, and local levels and meeting regularly with C-Suite leadership.► Received industry recognition for corporate innovation – Winner 2017 CXPA Innovation Award and Finalist 2017 Tech Titans Corporate Innovation Award► Improved timing of digital issue detection and root cause identification by 75%+► Delivered 25% YoY improvements in employee satisfaction scores, exceeding corporate targets► Developed an analytics model to predict NPS and satisfaction scores► Improved North America Consumer NPS by 5%+ incrementally YoY ► Grew the global Citi Women’s Network program as Executive Sponsor to the largest, most engaged affinity network

Round Rock, Texas, Us

As the Director Social Media Listening Center & Client Experience for Dell, I propelled cross-functional teams to deliver innovative programs across B2C and B2B sales, customer service, and operations. Cultivated a high-performing remote and globally dispersed workforce navigating through crisis and periods of significant change and uncertainty.► Co-founded Dell’s Global Social Media Listening Command Center, supporting 11 languages. Program recognition: Altimeter’s Open Leadership Award 2010, ABA Stevie Award 2011, Forrester Groundswell Award 2011, CeBIT Australia Innovation Award 2011, Bees Award for Best Analytic Tool usage 2011, and PR News’ Best Listening Campaign 2011 elevating Dell as the #1 Social Brand► Launched @DellCares, servicing clients in social channels delivering 99% resolution and high satisfaction – Social Servicing evolved into a viable channel, influencing Brand Loyalty► Facilitated #DellCap Days with key influencers actively engaging clients on the Global Command Center design, resulting in the program becoming an industry best practice► Instituted the Six-Sigma program for Dell across non-manufacturing functions resulting in identifying and delivering $100M+ in expense savings and $5M in incremental revenue► Implemented changes to improve first-time call resolution by 30%, decrease the number of contacts per issue by 60%, and reduce regulatory complaints by 50%

Round Rock, Texas, Us

As a Sales Operations Manager for Dell, I managed and internal sales support team of 40, which was a team of advanced representatives who assisted sales representatives internally with sales questions and concerns. This team supported sales representatives and answered questions during the entire sales process, from questions during the sales process to post-sale issues. In addition, managed team of seven IT web developers, whose primary focus was developing tools to support the sales representatives. ► Selected to lead process of transitioning 50% of customer care operations to India. Proactively communicated with employees and established retention and transition plans. Retained 90% of employees by offering inter-company transfers.► Increased capacity of team by 42% through tool enhancement, training, and utilization of cross-functional projects.► Developed and started first online internal web portal for sales representatives. Utilized feedback from sales representatives and converted the entire team to new web-based communication. Eliminated dependency of paper training and started the framework for an internal web portal that is still in use today.

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