- Recipient of 2024 June Rockstar Award (Global)- Recipient of 2024 November Rockstar Award (Global)

- Lead CX-focused consulting engagements and project teams to craft data-driven, actionable recommendations focused on improving customer experience, operational efficiency, and business results.- Recipient of 2022 Q3 CXMC Hero award for Americas region

- Evaluated clients’ customer experience strategies to advise and provide guidance for transformation and optimization. - Developed proof of concepts, business cases, product designs, business requirements, and functional specifications for identified strategic initiatives.- Led cross-functional teams to redesign business processes, customer service workflows, and technology capabilities for delivering optimal customer experiences.- Helped clients strategize and execute on future CX vision by implementing change management initiatives to drive adoption and continuous improvement.- Established collaborative relationships with clients and support business development efforts as needed.

- Managed a team of analysts to consult business units and translate insights into solutions that optimized self-serve channels, improved workforce effectiveness, and fixed broken processes which collectively contributed to the organization winning 2017, 2018, and 2019 JD Power awards for #1 in Customer Service.- Synthesized findings from multiple sources of data, including operational metrics, customer feedback, and contact center interactions to generate actionable insights.- Designed and implemented solutions to improve customer experience through cross-functional collaboration. Measured results from implemented changes to drive continuous improvement. Implemented changes led to millions of annual cost savings.- Subject matter expert on VOC survey methodologies and design. Co-managed major survey programs including Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Qualtrics survey platform. - Collaborated with Customer Journey team to brainstorm and design fixes for improving end-to-end customer journeys.As Senior Analyst (2014-2017):- Analyzed customer journey and service workflows to identify opportunities for improvement.- Formulated recommendations to reduce contact volume, improve self-service, and simplify workflows. Notable achievements included an annual benefit of $12M from customer renewals and $3.6M from contact reduction.- Designed and launched quality initiatives to drive continuous improvements of service workflows, agent performance, and training effectiveness.- Facilitated weekly leadership meetings with 20+ contact center directors to develop and implement action plans for improving agent performance.

- Managed execution of customer experience strategies at the Charlottesville, VA store with 165 team members and $42M+ in annual sales.- Optimized customer touchpoints and in-store journey to deliver memorable experiences. - Improved inventory shortage results by 20% year-over-year.

- Tailored customer-focused campaigns for Microsoft products on University of Virginia campus.- Ranked 4th among 85 partners during Office Live Workspace campaign in driving sign-ups and delivering great onboarding experiences.