Responsible for the end to end experience of Branch Network sales capabilities.Responsible for the strategy, change execution, day to day management, and results for specific delivery channel capabilities. Collaborate with relevant partners to design and implement new experiences.

Selected by leadership to build and manage a new customer experience function. Implemented Medallia customer and employee experience platform to survey and monitor net promoter (NPS) and employee engagement. Responsible for determining and measuring customer and employee experience KPIs and tying them to organizational financial results. Led a team of up to 80 associates across four geographic locations focused on customer/employee experience analytics, tier-one/twoescalations and customer interaction center internal help desk.

Hired as Supervisor into Road Service Department, progressed to Membership Sales & Insurance Services and promoted into Manager in Membership in Insurance within first three years at the company. Created internal help desk for department and led multiple initiatives to increase scale and efficiency.