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Absolutely thrilled to be a founding member of the world’s first membership community for Women in Customer Experience (WiCX). This amazing community of womxn is full of opportunities for personal and professional growth, networking, collaborating, and challenging the future and strategies of business, all while supporting and lifting one another.We are:✨ Courageous✨ Inclusive✨ Collaborative✨ AuthenticJoin us! For more information about this fabulous community and membership opportunities, visit: www.WomenInCX.community

At Joy & Moxie, we're on a mission to empower women to shine as their authentic selves, tapping into their strengths and celebrating their victories through the lens of customer experience practices and design thinking.🦚 We're the beacon of living well and whole.🦚 We fuel your heart's desires with unwavering encouragement.🦚 We're your partners in crafting a purposeful future.🦚 We affirm your bold, beautiful, and impactful presence.🦚 We share life's lessons, fostering growth and learning.✨ Our Offerings ✨✨ Empowerment Experiences: Elevate your journey with our thoughtfully designed Empowerment Experiences. These transformative programs empower you to unlock your full potential, fostering growth through education, engagement, and mutual support within a community of inspiring women.✨ Experience Management Consulting: For women-owned small businesses,our Experience Management consulting services are designed to amplify your business strengths. We'll collaborate to create exceptional customer experiences through strategic content, surveys, analytics, and continuous improvement opportunities.🌈 Community & Power in Sharing 🌈We believe in the strength of shared experiences, reflections, beliefs, and affirmations. Let's fearlessly embrace authenticity, seek happiness in everyday moments, and lead with unyielding courage and perseverance.Your journey starts here. 💪🚀 #JoyAndMoxie #EmbraceYourPower #Empowerment #Authenticity #ExperienceManagement

As the VP of Brand Operations & Insights, I am driving customer engagement and revenue by providing enterprise-wide strategic and tactical leadership over customer insights, community, and learning initiatives, events, systems, tools, and process improvement management. I am infusing insights and analytics into business decision-making, solutions strategy, and the innovation roadmap for our products and services by:* Developing strategies to propel customer growth - Identifying insights and opportunities and recommending customer-centric strategies and actions - Working cross-functionally to design customer community events and learning experiences* Driving brand performance, community, culture, and customer experience - Creating an overview of brand performance and customer experience - Analyzing results and translating insights into recommendations and strategic actions - Leading various surveys and research projects for the voice of the customer program* Designing systems, tools, and process improvements - Creating tools and processes to support customer and commercial planning - Defining and executing strategies and plans to improve processes of the systems - Ensuring high data integrity for systems used* Delivering world-class service and satisfaction to internal and external customers - Planning and executing customer community-building events and initiatives - Understanding and advising on SkySpecs’ marketing operations and systems architecture - Leading customer journey improvement projects and initiatives* Leading by example to foster team growth - Building and scaling global events, marketing operations, and customer support organization - Designing and delivering high-quality programs to onboard and grow the expertise of the individuals - Managing team members' engagement, satisfaction, and professional development - Establishing, communicating, and tracking team strategy, OKRs, KPIs, and budget

Ensured customers are receiving maximum value from working with SkySpecs by leading customersuccess activities, processes, and outcomes while optimizing the handoff/connection between connecteddepartments. Owned client health and happiness, partnering with the Sales and Solutions teams to build strategies that ensure positive outcomes and long-term client success.* Streamlined customer success practices, processes and interactions within the department andacross SkySpecs product, solutions, sales, and technology departments* Designed and drove strategic improvements to scale customer success processes and systems* Partnered with Solutions team to build out strategies and standard, scalable practices for Horizonaccount setup, troubleshooting, and customer support* Developed processes for managing subscriptions and workflows according to client contracts* Led, developed, and built a high-performing Customer Success team* Supported the post-sales processes and collaborate with sales, operations, solutions and productleadership to improve the customer journey on strategic handoffs* Inspired Customer Success across the company by instilling and driving a company-wide culture ofcustomer success and appreciation.* Influenced the evolution of how SkySpecs provides end-to-end customer experience by providingadditional customer perspective to the internal stakeholders based on your customers’experiences/feedback/input.* Influenced overall health and experience improvements for the customer by gaining a deepunderstanding of typical business challenges faced* Identified and escalated risks to the customer and support team to achieve client success.

I’ve joined Chief, a private network built to drive more women into positions of power and keep them there. Chief is the only organization specifically designed for the most powerful women executives to strengthen their leadership, magnify their influence, and pave the way to bring others with them.

Pavilion is a private membership organization for commercial growth operators. The organization is designed to support the professional development of customer success, revenue, and marketing leaders at high-growth companies, facilitating the sharing of best practices, and serving as a trusted private community.

Coupa acquired LLamasoft in Nov, 2020

As the Director of LLamasoft's Customer Experience (CX) team, I was the catalyst for intentional, positive, experiential change. I crafted a strategy that clearly translates the corporate strategy into an aligned and well-defined customer experience strategy and communicate this strategy across the global organization. I served as an active partner across all functional disciplines to drive improvements that increase employee, customer, and partner satisfaction. I provided leadership in the development and execution of enhanced CX practices, processes, and policies, while persistently promoting a customer-focused culture through education, training and employee engagement. Some of the key outcomes were:* Achieved an above-industry-standard NPS of +42 and identified $10m in improvement opportunities.* Played a key role in expanding the Community Success Program, facilitating additional in-person events and networking opportunities, resulting in 79% engagement of customers, 87% of ARR engaged, and influence of $8m of closed sales deals.* Conducted a comprehensive annual CX assessment with Gartner, informing our annual strategy and improvement roadmap that elevated our CX maturity to level 3 within 24 months, positioning the company as a CX leader (benchmark = 2).

* Pioneered the creation of the CX Team, identifying the need for enhanced customer understanding and advocating for its establishment, leading to increased retention and satisfaction.* Designed and implemented multiple customer-focused programs, including Customer Advocacy, Community Success, Customer Journey Mapping, Employee Learning Experiences, LLamaLLove, Lost Customer Interviews, Online Experience Transformation, NPS Surveys, New Customer Onboarding, and Voice of Customer/Employees initiatives.* Supported the strategy and expansion of our LLamasoft Community program to connect our customers with in-person, virtual and online communities across the globe.

* Implemented robust processes and workflows to effectively track and manage customer revenue data, leading to improved renewals, expansions, upsells, and revenue retention.* Streamlined data capture and entry efforts, ensuring accurate recording of new customer revenue information, and provided training to staff for long-term maintenance.* Developed comprehensive onboarding processes, offering exposure to organizational culture, departments, activities, events, and services, enhancing the initial customer experience.

* Led the growth of the Customer Operations team, expanding it from one member to a team of four, ensuring efficient operations and scalability.* Spearheaded Salesforce structure and data improvement initiatives, ensuring data integrity and accuracy to support informed decision-making.* Focused on process optimization and efficiency enhancements, fostering scalability and sustainability.* Ensured a positive initial customer experience by providing hands-on assistance and troubleshooting during software installations and license activations.* Managed, tracked, and distributed customer and user licenses for proprietary products and third-party vendor solutions ordering and processing.

* Key coordinator in client implementations; including planning, testing, and executing go-lives. * Work with internal departments as well as clients to coordinate efforts for programming projects. * Maintain and complete daily checklist of IT functions. * Maintain and update web related documentation, new and current functionality, and training. * Assist in documentation of system procedures, flows, and instructions for the department. * Assist with documenting department inventory and tracking of equipment.

* Collaborate with the Executive Management Team, Directors, Managers, and Supervisors on a variety of projects. * Member of the internal compliance committee that evaluates company policies, procedures, and compliance regulations and standards. * Manage a skilled team of three programmers and occasional consultant resources. * Established, planned, and administered the overall policies and goals for the department. * Key coordinator in client implementations; including planning, testing, and executing go-lives. * Communicate with clients on a regular basis to help gather details for special projects/requests. * Worked with staff members to design and development of our proprietary software program; collaborated with other departments for specific needs.

* Oversee all aspects of project implementation process. * Work with various departments and management levels to obtain project information. * Identify and analyze systems requirements and define project scope, programming requirements, and deliverables. * Compile project status reports for upper management and manage project meetings. * Coordinate, arrange and host conference calls, meetings, and project activities to ensure all project phases are completed and documented appropriately.

* Designed dynamic web applications for the IBM iSeries system. These include: - Developed an internal intranet website. This is a centralized area for all job related information. - Created two online customer portals for two main product lines. Customers can view account information, including: account balances, payment and transaction history and statements. They also have the ability to make payments and/or payment arrangements. - Produced a client portal where applications are entered online and submitted to the IBM iSeries where MedDirect employees can continue the processing. * Utilizing PHP, CSS, JavaScript, and SQL in development. * Employing all components of user interface design, including aesthetics, navigations, and proper branding. * Working on projects from conceptualization to deployment.

* Daily duties include monitoring, maintaining, and troubleshooting the Intranet and Internet sites. * Able to analyze complicated situations, and develop solutions. * Consistent use of discretion, accuracy, and clarity. * In regular contact with departments and Credit Union members, as well as occasional contact with vendors. * Excellent organizational skills and ability to work well under pressure and within time constraints. * Experienced in PHP, MySQL, HTML and JavaScript. * Created online forms for internal use which eliminated paper forms. * Re-designed the internet, intranet, and Content Management System sites. * Created promotional micro-sites to collaborate with marketing promotions. * Helped to develop new web programs for use with our Content Management System. * Worked with Active Directory and LDAP to pull user’s security permissions into web pages. * Skilled with development and design of PHP MyAdmin, and MySQL’s databases.

* Utilized such design programs as Adobe Illustrator and Photoshop. Also created strong presentations using Microsoft’s PowerPoint. * Assisted with developing and implementing the overall marketing plan and budget designed to support strategic objectives. * Provided timely and informative product information to current and potential members. * Managed the development, implementation, and analysis of marketing promotions. * Ability to lead and motivate a creative team, particularly on time-sensitive projects. * Strong project management skills, the ability to handle multiple priorities, and excellent verbal and written communication skills. * Technical skills used in desktop publishing, graphic design, and advertising. * Ability to think strategically and develop long and short-term marketing strategies.

* Experienced in Programming Language 1 (PL1), Visual Basic, Visual Basic .NET software languages * Single-handedly developed and instructed a class on the software ApplicationXtender.

* Performed operational tasks directly related to the Credit Union’s PC’s and Account Processing system including installing and updating software and maintaining supplies and functionality. * Assisted with Help Desk duties which involved answering phone calls or responding to emails by communicating with users to identify and resolve occurring issues or errors, troubleshooting malfunctioning hardware and their components, and documenting the initial problem and the steps taken to repair it. * Contributed to the strategic planning and creation of an organized and scheduled shift by creating and maintaining daily, weekly, and monthly checklists, logs, documentation and procedures used to operate the required duties. * Took initiative and produced a system for inventorying and tracking software kept and stored to be used by others in the department. Participated and promoted a positive attitude towards teamwork. * Other operational responsibilities have included hardware tracking, running and scheduling programs, printing and distributing reports, transferring backup tapes to off-site locations, monitor nightly processing, and performing and verifying server backups and virus checks.