⭐As the Director of Customer Experience, my primary focus is on comprehending and enhancing the entire customer journey, from start to finish. I delve into how customers interact with companies across various touchpoints and through multiple channels and media. Understanding that customer encounters are increasingly social in nature, I emphasize creating and delivering positive experiences that resonate deeply.Integral to my approach is the development of a high-performing team. Through careful selection, thorough training, and ongoing mentorship, I've built a cohesive group of individuals passionate about elevating customer interactions. Together, we embrace empathy, collaboration, and continuous improvement as we strive to exceed customer expectations at every turn. Our efforts have not only garnered recognition for our organization but have also fostered enduring relationships with our valued customers.

⭐My role involved crafting and implementing comprehensive processes that revolutionized our operational effectiveness. I designed and implemented robust processes for our customers that streamlined incident resolution, mitigated potential problems proactively, and ensured seamless transitions during changes My leadership cultivated a culture of efficiency that let my team quickly adapt to challenges, making sure our IT services always met the needs of our business and customers. By coming up with smart ideas and always aiming for the best, I helped raise the bar for how well we deliver IT services, earning praise for making a real difference to our organization's success.

⭐Entrusted with a pivotal role, I was tasked with revitalizing the underdeveloped ITSM teams while simultaneously taking the helm of the ServiceNow Product Team. Stepping into this challenge with determination, I embarked on a multifaceted mission to enhance both relationships and ITIL processes across the organization.My approach was twofold: I focused on empowering the ITSM teams by providing guidance, resources, and support to foster their growth and efficacy. Concurrently, I led the ServiceNow Product Team with vision and precision, leveraging the platform's capabilities to streamline operations and drive efficiency.Recognizing the importance of collaboration and communication, I made it a priority to cultivate strong relationships across departments, breaking down silos and facilitating cross-functional synergy. Additionally, I spearheaded initiatives to optimize ITIL processes, ensuring alignment with best practices and organizational objective• Streamline and manage process improvement of ITIL processes (Incident, Request, Problem, and Change) across Infrastructure and Application teams.• Responsible for leading and providing support for the design and development of features on product road maps and backlogs for ServiceNow.

⭐Reinsurance Group of America | Chesterfield, MOHelp Desk Director (2007 – 2013) Help Desk Lead (2005 – 2007)Hired as a Help Desk Lead to support the company’s growth globally. Rapidly promoted to Help Desk Director due to strong performance. Significantly enhanced efficiency, reducing call abandon rate from 30% to 3% and boosting first responds resolution from 25% to 85%. • Established the first global Help Desk overseas, provided technical solutions and services to 3000 associates across 30 countries, managing an $8-million budget for a Service Portfolio of over 20 IT services. Developed training, created a metric-driven culture, and oversaw daily activities of all Help Desk activities.• Developed and ran the first Incident Manager role for the company. Was the sole global Incident manager for 8 years while managing the Help Desk. I was available for support 24x7 and 365 days for all time zones. Resulted in major incident reduction from 80% SLA breach to 10% SLA breach for PR1.

Fielded calls for all IT and Systems related issues in the Universal Park FL.