Specialties: CX Transformation, Data Analytics, Business Intelligence, Process Improvement, Customer Insights
My expertise lies in building, transforming, and expanding CX programs based on a foundation of robust analytics capabilities. Throughout my career, I have effectively established various CX capabilities that offer valuable insights to corporate executives and drive customer-oriented products and services in heavily-regulated sectors. I believe that if I’m the smartest person in the room I’m probably in the wrong room, and that holds true with my team. My role is to hire people smarter than me who have expertise in areas that I don’t and clear a path for them to be successful. I prefer to lead by sharing my vision and goals, explaining these as clearly as possible, and working with team members collectively to figure out how we get there.
𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗧𝗲𝗮𝗺𝘀 & 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
I am very proud of the work I’ve done in building teams and capabilities that continue to deliver value to organizations even after I leave.
✦ In my first role I developed a customer communication service line that ultimately resulted in my team being acquired by our largest client in order to insource the work.
✦ At another firm, I trained multiple team members in customer experience who have gone on to great roles in the field despite having no experience in the discipline prior to working with me.
✦ My team also built analytics and reporting tools that are now serving as the model for others being used to build out their reporting for customers and Magellan leadership.
I am a voracious learner, and I'm always taking a class or working on some new skill. I recently completed a certificate in Python data analytics, and at home I've been learning baking (cookies mostly) and sewing. I love the creative arts, and whenever I can I try to work on my art. I find that keeping a creative midset and a willingness to learn helps me in my work in coming up with creative solutions to problems that drive my own professional development as well as delivering great outcomes for the business.
