EMA POI
Customer Experience Enthusiast
Missouri City,Texas
Summary
Seasoned customer experience management expert with over a decade of experience, adept at empowering and motivating teams to deliver exceptional customer experiences. Skilled in utilizing data-driven insights, fostering cross-functional collaboration, and leveraging customer behavior understanding to enhance brand equity and drive business efficiency. Proven track record of executing large-scale projects within budget and on time, while fearlessly challenging the status quo to optimize processes. Excellent oral and written communication skills, coupled with fluency in Spanish, enable effective conveyance of complex ideas and strategies to diverse stakeholders. Dedicated to placing the customer at the core of all initiatives and leading high-performing teams to achieve business results.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
CX Insights & Analysis Manager III
Verizon Wireless
Dallas, Texas
04.2021 - Current
- Pioneering a Customer Case Framework/Metrics to measure customer satisfaction and enable investment assessment, resulting in a 6% increase in Net Promoter Score (NPS) and a 5% increase in customer retention rates.
- Successfully heading 4 individual projects that require strategic thinking, cross-functional collaboration, and project management, resulting in the development of dashboards, data systems and tools transformation, and tactical issue resolution, ultimately driving a 15% increase in customer satisfaction.
- Lead the development and execution of Customer Experience (CX) Journeys for Verizon Consumer Group's digital channels, resulting in a 13% increase in customer engagement and a 25% increase in digital sales.
- Leverage data analytics and insights to identify risks and opportunities, resulting in the development of mitigation plans and actionable insights that drive a 12% increase
in customer satisfaction. - Campaigning with Finance and CX Delivery organizations to prepare and validate business cases, define roadmaps, and allocate capital in support of customer-focused initiatives, resulting in a 21% increase in customer lifetime value.
Member Experience (CX) Director
TDECU
Sugar Land, United States
12.2021 - 04.2022
- Operated customer feedback initiatives that resulted in a 24-point increase in NPS within eight months that placed us above our annual threshold.
- Instituted an executive escalation channel that resolved problems for 75+ members. My ability to build and maintain effective communication channels between customers and the company's executive team showcased my expertise in stakeholder management, ensuring that customer needs were addressed promptly.
- Introduced natural language processing and call transcription technologies to better understand members' emotional reasons for reaching out. With 33,200,000 feedback records as of Q2 2022, I demonstrated proficiency in leveraging data to gain insights into customer behavior and preferences, making data-driven decisions, and implementing solutions to enhance customer experience.
- Designed and launched four new survey types using automation to administer and follow up with responsive members. Since August 2021,1280 new members responded and 2,732 members purchased new product. This accomplishment highlighted ability to design and implement effective customer feedback systems, enabling me to gather valuable feedback driving operational improvements.
- Implemented "The Resolution Center," a new platform that enhanced experience of employees seeking support on behalf of members. With 22% of TDECU employees using site for a 4 min. average, I demonstrated ability to design and implement effective internal communication systems, ensuring employees had access to resources needed to provide exceptional customer service.
Member Experience (CX) Program Manager
TDECU
Sugar Land, United States
06.2021 - 12.2021
- Successfully implemented a Member Experience survey program that contributed to improving the Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
- Through my analytical skills, I identified opportunities for friction reduction & efficiency optimization by analyzing transaction patterns, channel utilization, and digital usage.
- Conducted qualitative and quantitative research, benchmarking current state processes to guide prioritization and decision-making.
- By coordinating A/B solution testing and delivering predictive models, I gained consensus from stakeholders and experts.
- Automated ongoing reporting to track the success of initiatives, ensuring continuous improvement and member satisfaction by over 51%.
Regional Business Development Manager
Kineticom, Inc.
San Diego, CA
01.2020 - 04.2021
- Oversaw over 130 client accounts in the South-Central regions (Texas, Oklahoma, Louisiana, and Arkansas).
- Empowered 11 account managers (AM/CM) and recruiters and supported client needs with technical, wireless, network, and telecom inquiries.
- Represented Kineticom at key events aiding existing clients, fundraisers with prospective clients, and networking events with the industry influencers to produce additional sales and customers.
- Built strong networks throughout the South-Central USA by joining associations, networking groups, and utilizing social media.
- Exceeding my annual company plan by over $21k in gross profit (GP), I helped achieve a 12% revenue increase from the previous year, and revived a 97% in my annual review.
Business Development Manager
Randstad Professionals
Houston, Texas
11.2018 - 01.2020
- Implemented a system to proactively identify new business opportunities in the entire Greater Houston and Surrounding Areas, including the top 15 suburb areas. Exceeded sales targets for 5 consecutive quarters, Q1 2019 through Q1 2020.
- Achieved 127% of the 2019 annual sales plan as a result of developing strategic plans to increase market shares.
- Built and maintained a customer base of more than 55 recurring customers valued at $3 million in annual revenue.
- Identified 362 leads (92% qualified prospects) over two weeks by searching LinkedIn and other engines for job titles and responsibilities matching those of our ideal customer.
- Achieved a close rate of 14% in Q3 of 2021 by using cold calling along with email and various online channels to target customers, such as reputable CEOs, CFOs, controllers, and account managers by demographic.
Financial Project Manager
Crown Castle International
Houston, Texas
07.2017 - 10.2018
- Collaborated with approved vendors to streamline procurement processes, resulting in a 15% reduction in purchase order processing time and a 10% decrease in overall procurement costs.
- Leveraged data analysis to identify process improvement opportunities, resulting in the implementation of a new system that reduced errors by 20% and improved efficiency by 25%.
- Developed and maintained daily performance trackers, providing key insights to the management team and resulting in a 15% increase in overall productivity.
- Spearheaded the deployment of 359 Small Cell Project nodes for T-Mobile, including managing project timelines, resources, and budgets.
- Developed and implemented reporting systems that provided real-time status updates, resulting in a 30% reduction in project completion time.
- I compiled and analyzed project data, identifying areas for improvement that increased project efficiency by 20%.
Project Controls Systems Senior Manager
Emerson Process Management LLC
Houston, Texas
07.2015 - 07.2017
- Streamlined business forms, materials management, and technical writing processes, resulting in a 20% reduction in administrative workload, a 15% reduction in inventory waste, and a 25% reduction in errors.
- Maintained compliance with Emerson Quality process and standards on all projects and services, resulting in a 95% customer satisfaction rate.
- Successfully managed contract and commercial data in the Emerson business systems, resulting in a 20% reduction in data errors and improved accuracy of financial reporting.
- Ensured project accounting was in line with Emerson Corporate Policies & Procedures, resulting in a 98% accuracy rate in financial reporting and adherence to company standards.
- Improved project efficiency and reduced timeline by up to 30%, resulting in improved project outcomes and increased customer satisfaction.
IT and Security Compliance Manager
Stewart Title Guaranty Company
Houston, Texas
04.2013 - 12.2014
- Cultivated successful completion of multiple compliance and security projects by designing and implementing reports, which supported SOX and SOC audits, resulting in an increase in audit rating and stakeholder satisfaction.
- Provided comprehensive audit support to management and stakeholders by conducting thorough research and analysis of data, resulting in the preparation of accurate reports critical for both internal and external audits.
- Identified root causes of non-compliance and report errors and proactively collected and organized audit evidence for various audit groups, resulting in a streamlined audit process and prompt resolution of audit findings.
- Successfully drove remediation of multiple operational issues by collaborating with various operational groups, resulting in increased compliance and a more effective overall audit process.
- Maintained excellent relationships with auditors and various departments by collecting and expediting internal compliance data, resulting in a smooth and efficient audit process and ultimately improving compliance with industry standards.
Operations Director
Vic-Phranc, USA Ltd Automotive And Energy
South Houston, TX
12.2010 - 04.2013
- Streamlined processes, reducing production cycle time by 25%, decreasing stock-outs by 30%, and increasing production efficiency by 20% with lean principles. These initiatives increased profitability and customer satisfaction.
- Implemented a robust quality control program that reduced product defects by 15%, decreased customer complaints by 25%, and increased employee awareness and compliance by 30%. Our products consistently met high-quality standards, increasing customer satisfaction and loyalty.
- Negotiated with domestic and international vendors and suppliers, resulting in a 10% reduction in operational expenses. I also implemented a waste reduction program that decreased material waste by 20% and optimized delivery routes that reduced transportation costs by 15%. These initiatives reduced costs and had a positive environmental impact.
- Effective team management was likewise critical. I improved team productivity by 25% through delegation and mentoring, increased employee engagement by 20%, and implemented a performance management system that increased retention by 15%.
- Developed and implemented a customer service training program that increased satisfaction by 30%, developed new products and services that met customer needs, and implemented a customer feedback system that increased repeat business by 27%. These initiatives resulted in exceptional service, increased customer loyalty, and positive word-of-mouth recommendations.
Education
Bachelor of Arts - English
The University of Texas At San Antonio
San Antonio, TX 08.2002 - 12.2005
Skills
Customer Relationship Management (CRM)Systems (Salesforce, Microsoft Dynamics)
Voice of Customer (VoC) platforms (Medallia, Qualtrics)
Data analytics tools (Power BI)Market research tools (Survey Monkey, Google Surveys)
Project management tools and software (Asana, Jira, Google Workspace)
Microsoft specific tools and software (Microsoft 365, SharePoint, Word, Excel, PowerPoint, OneNote, Outlook)
Customer feedback management tools (Clarabridge)
Social media listening, marketing, and analytics tools (Brandwatch, LinkedIn, Canva)
Customer journey mapping tools (CXMap)Quality management systems (Genesys)Collaboration and communication tools (Slack, Microsoft Teams, Google Meet)
Contact center management software (Avaya, Cisco)
Knowledge management systems (Zendesk)Business intelligence tools (QlikView, Oracle)Customer segmentation tools (Adobe Audience Manager, Segment)
CRM analytics and reporting tools (Salesforce Analytics, Microsoft Power Query)
Enterprise Resource Planning Software (Workday, ADP, SAP)
Strategic planning
Business planning
Negotiation
Multitasking Abilities
Business administration
Planning and Coordination
Training and Development
Problem-Solving
Written Communication
Budgeting
Business Development
Search Engine Optimization
Google Workspace
Organization and Time Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Member Experience (CX) Director
TDECU
12.2021 - 04.2022
Member Experience (CX) Program Manager
TDECU
06.2021 - 12.2021
CX Insights & Analysis Manager III
Verizon Wireless
04.2021 - Current
Regional Business Development Manager
Kineticom, Inc.
01.2020 - 04.2021
Business Development Manager
Randstad Professionals
11.2018 - 01.2020
Financial Project Manager
Crown Castle International
07.2017 - 10.2018
Project Controls Systems Senior Manager
Emerson Process Management LLC
07.2015 - 07.2017
IT and Security Compliance Manager
Stewart Title Guaranty Company
04.2013 - 12.2014
Operations Director
Vic-Phranc, USA Ltd Automotive And Energy
12.2010 - 04.2013
Bachelor of Arts - English
The University of Texas At San Antonio
08.2002 - 12.2005