Motivated and results-oriented Customer Experience Manager with two decades of expertise in customer service and operations management. Extensive background working with different work groups, cross functional teams and systems in the Airline, Automotive and Luxury Home Furnishing industries. Customer Service Leadership | Support OperationsEmail: ritatharri@gmail.comProven ability to develop, implement and manage customer experience programs that improve quality, customer satisfaction and provide measurable results. Adept at identifying and resolving customer issues, creating customer-friendly solutions and developing new strategies to enhance the customer experience.CORE COMPETENCIES• Customer Service • Customer Experience Management • Operations Management • Training & Development • Communication & Interpersonal Skills • Problem Solving & Decision MakingACCOMPLISHMENTS• Leadership Team responsible for building the RH Home Office Corporate Delight Center. Responsible for ramping up center staffing, involved in recruitment events, conducting interviews, driving process changes and supporting training. • Leadership Team that recruited and onboarded 150 remote digital associates in 90 days to launch a Digital Chat platform during the 2020 pandemic. • Quality Performance Leader. Created and launched a Global Quality Tool for associate interaction reviews• Launched the Manila site’s GM OnStar Unlocks team. Initial collaboration between GCCX Connected and a traditional offshore engagement site.• Responsible for training, coaching and developing 100+ dual skilled Customer Representatives in providing Legendary Customer Service through e-mail and voice communication.• Developed the Southwest Airlines Email New Hire Training course, prepared the course curriculum, and facilitated the classes. Coordinated training schedules and implementation with the Chicago Center Team Leaders.