Driven and results-oriented customer experience leader with 17+ years of experience building and motivating high-performing teams in remote and hybrid environments. Proven ability to elevate customer experiences through strategic leadership, change management, and a commitment to continuous improvement. Experience in product management, project management in addition to customer experiences and data analysis.Expertise in:- Team Leadership & Management- SaaS, GaaS & CRM Solutions- Atlassian Suite (JIRA/Confluence)- Microsoft Office 365 Suite- Tableau & Data Analysis- SIEM tools and SQL- Incident Response- Personnel Management & Development- Conflict Resolution & Change Management- Product and Project ManagementHighlights in Customer Experience:- Led a 15-person customer service team at Activision Blizzard, surpassing department averages and becoming the highest performing team globally during the COVID-19 pandemic.- Spearheaded global change management initiatives, revamping KPIs and aligning productivity, first contact resolution, and customer satisfaction metrics.- Created a mentorship program to develop future leaders within the department, building a strong internal candidate pool.- Consistently received excellent ratings (5 out of 5) from employees for fostering an environment of performance, trust, respect, and inclusion.- Developed specialized tutorials and coaching to address team-specific stress points and improve individual performance.- Led a customer retention team, generating monthly reports that influenced product changes and improved customer experiences.Potential Transition to Security:My experience in data analysis, process improvement, and leading high-performing teams aligns well with the demands of a cybersecurity role. I am a quick learner with a strong analytical mind and a passion for protecting sensitive information. I have completed Google's CyberSecurity certification, and am training to further develop my cybersecurity skillset with CompTIA Security+ as the next on the horizon.#CustomerExperience #Cybersecurity #Leadership #TeamBuilding #ChangeManagement