Salena Scardina Email & Phone Number

Fort Wayne, In, Us

Indianapolis, In, Us

As the EVP, External Engagement - Chief Marketing Officer at the Indiana Economic Development Corporation (IEDC), I lead the marketing and communications teams to significantly elevate Indiana's brand, "Indiana for the Bold." Our job is to drive awareness and build a compelling narrative for business and workforce attraction.

Indianapolis, In, Us

Recruited to market and grow Indiana’s brand for business and workforce attraction. Responsible for leading the state's economic development U.S. and global GTM approach through external engagement, marketing, and communication strategy. • Built the sales enablement, internal and external communications and marketing organizational structure along with the marketing tech stack to drive Indiana awareness and contribute to the meteoric, record-breaking $89 billion in new committed capital investment.

Indianapolis, Indiana, Us

Responsible to lead the customer service operations teams across five U.S. based manufacturing centers with teams to support over 50 product lines. Developed and aligned the newly established customer experience strategy across 250+ customer success professionals and 12-line managers through the supply chain and business challenges during COVID-19.

Indianapolis, Indiana, Us

Led the consolidation design of five legacy ERP systems, guiding the organization through the exploratory phases in preparation for SAP implementation with consolidation of multiple instances/versions of Oracle. Deployed a standard CRM and telephony system across the organization and multiple facilities to increase customer and sales partners response right and initiate customer service levels.

Fort Wayne, Indiana, Us

Founded and led a customer experience consultancy specializing in improving customer interactions and optimizing the customer journey for nearly 30 businesses across various industries, including retail, e-commerce, and consumer goods. Spearheaded strategic initiatives that enhanced customer satisfaction and operational efficiency through automation deployments and data-driven insights. Key clients included Hanes, Crate & Barrel, and Helen of Troy.

Fort Wayne, In, Us

Recruited to the largest direct-to-consumer pro audio music company in the U.S. in a newly created executive leadership role to focus on multi-channel customer experience and enhancements throughout the organization.

Roanoke, In, Us

Recruited to establish best practices and elevate customer service standards during the transition to a publicly held company. Directed a team of seven directors and managers, leading strategic initiatives to stabilize and optimize multi-channel service operations, driving improvements in efficiency and customer satisfaction.

Chicago, Illinois, Us

Director of the McDonald's U.S. Customer Satisfaction Team responsible for driving brand engagement improvement via solid customer service in multiple channels. Created four core teams to deliver McDonald's U.S. Customer Satisfaction including Customer Contact Center Operations, Voice of the Customer Systems/Technology, Voice of Customer Insights and Social Media/Emerging Engagement Channels.Lead customer experience vendor management selection and contract negotiation (call center, store survey, telephony, software licenses etc.) to support millions of McDonald’s customer contacts each year. Provided the development of McDonald's Customer Satisfaction Survey (CSS) to provide store level receipt based feedback.

Chicago, Illinois, Us

Defined the “Voice of the Customer” insights opportunity to integrate customer feedback in key U.S. functions such as operations, supply chain and menu management. Created and evolved the Customer Satisfaction insights team. Continued to evolve the CRM technology to integrate with other disparate systems for a more seamless customer experience. Leveraged world-class customer satisfaction systems and outsourced call center as the center of excellence for McDonald's U.S. and key global area functions. Responsible for customer contact optimization project resulting in stronger customer segmentation for improved customer effort and self-service options.

Chicago, Illinois, Us

Technology lead of the systems and infrastructure related to the launch of the 800-number as key store measurement of the Restaurant Operation Improvement Process (ROIP). Part of leadership team completing RFP and vendor selection for outsourced call center. Responsible for delivering email customer contact initiative through www.mcdonalds.com and creating McDinfo knowledge portal. Project manager of the first-ever notification system providing Owner/Operators real-time access to customer issues with closed-loop process insuring the most brand-impacting issues could be quickly resolved by local store management of 14,000 U.S. restaurants.

Chicago, Illinois, Us

Managed information related to the press releases of McDonald’s quarterly financial information, Annual Report publication and Senior Management speech preparation including technical oversight at key investor meetings such as Annual Shareholders’ meeting.

Master Of Business Administration (M.B.A.), Marketing

Bachelor Of Arts (B.A.), Business Administration And Management, Spanish- Secondary Major