As a CX Consultant, I work one-on-one with companies to:

- Improve Customer Satisfaction (CSAT) and Reduce Customer Effort in the Contact Center

- Conduct rapid Voice of the Customer research to understand value from the customers' perspective.

- Build Customer Journey Maps that make an impact, discovering the moments of truth that influence customer loyalty.

- Construct robust VoC Programs to drive customer-focused change throughout the organization.

-Improved CSAT by 24% and CES by 28% year-over-year by transforming the customer support experience resulting in $991k revenue improvement

- Pioneered “Voice of Customer” program to identify high-value customer service elements and benchmark organizational performance.

- Improved employee engagement scores 18 percentage points across business unit with 92% of department indicating “this is a great place to work.”

- Supported $8.1M sales win with the 2nd largest for-profit health system

- Delivered 44% cycle time improvement year-over-year.
Reduced operating costs $1.5M through operational efficiency improvement.

- Implemented globalization strategy to reduce cost to serve by $1.5M

- Collaborated with sales and legal teams to negotiate client support Service Level Agreements (SLAs)

Led 40 agents and front-line managers responsible for data management and technical product support for a suite of SaaS healthcare revenue cycle management products. Developed Leadership Standard Work to drive process definition and daily accountability, including key metrics and weekly scorecards to track progress.

Served as an internal Lean Six Sigma consultant to lead and manage large scale transformation initiatives in the revenue cycle management enterprise.