Hi, I’m
Leah Groos
Frisco
Summary
Analytical leader with proven record of accomplishment in business development and operations management. Drives continuous growth and optimization with innovative and sophisticated practices for long-term sustainability. Streamlines approaches by staying on top of competitive landscape, market demands, and business capabilities.
Expertise in customer loyalty, relationship, product dev, and service innovation. Uses data and deep understanding of human behaviors and motivations to develop high impact strategies, services, and products that simplify the overcomplicated. Strong bias for action and emphatic cross-functional collaboration, training, and leadership. Leverages design thinking, agile frameworks, and good ol’ fashion grit to get things done in any challenging environment.
Overview
15
years of professional experience
Work History
Optum Financial
Asst Director General Mgmt
11.2022 - Current
Job overview
- Collaborated with executive leadership to define and drive the CX innovation agenda, focusing on leveraging emerging technologies to anticipate and meet the Future of Optum's customer experience
- Participated in customer journey mapping process to identify key pain points, high call drivers, and inefficient internal processes
- Managed the deployment, design, and implementation of the prototype Gen AI Chatbot and deployed across test environments laying the framework for innovative AI-driven processes to reduce operational costs through an omnichannel CX strategy
- Partnered with product development and engineering teams to ensure new products and features were designed with the customer in mind, targeting top business goals, and aimed at contact center cost reduction
- Began collaborating with a multidisciplinary team of designers, data scientists, and engineers in creating the future state AI/ML powered solutions that personalize customer interactions, enhance engagement across new channels, and empower agents through intelligent and integrated service tools that enable high rates of first touch resolution through digital interventions.
- Oversaw the implementation of a customer feedback loop that continuously gathered insights from our users, leading to iterative improvements while partnering with our ETP partners to build the long term strategy
- Developed and managed partnerships with external vendors and technology providers to introduce cutting-edge solutions to support product roadmap and exceed executive expectations for future scope
Starship
Vice President, Customer Experience
06.2019 - Current
Job overview
- Build and Lead a team of customer obsessed exper to support growing user base, find and report bugs or UI deficiencies
- Spearheaded Customer Focused cross-functional initiatives across Product, Marketing, Design, and Engineering departments to achieve business goals
- Responsible for designing and delivering KPI’s with a strong focus on customer retention, increasing stickiness and customer obsession (NPS, eNPS, CSAT, FRT, CIR)
- Identified opportunities to improve business process flows and overall departmental productivity
- Increased efficiency by analyzing data and maximizing opportunities for automation and AI through building chat bots targeting top volume drivers
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences (raised NPS from 7 to 47)
- Mitigated business risks by working closely with Bank Operations and Compliance/Risk Officer
- Utilized telephone, online chat, social, chatbots and email platforms to deliver outstanding customer service (CSat >90%)
- Identified and solved issues with product to drive business objectives and reduce contact rates
- Resolved customers' issues related to product improvements and feature requests. (incr CES from 3.6 to 4.3)
- Wrote & maintained consumer facing knowledge base
- Documented all customer interactions in internal database to maintain customer service history details
- Reduced costs by overhauling and streamlining contract bidding and procurement processes to assure best prices for materials and services
Moneylion
Senior Director Digital Innovation
08.2022 - 01.2023
Job overview
- Lead a team of analysts and product managers driving strategic improvements to enhance operational efficiencies through innovative AI and ML implementation
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Increased employee satisfaction, providing regular coaching and feedback sessions.
Aduro
Senior Director
04.2019 - 06.2019
Job overview
- Everything in Director + The Director of Human Performance Coaching owns overall fulfillment of ADURO's human performance coaching.
- This entails working with leadership to set the direction of coaching initiatives, defining and developing potential partners, communicating progress, and ensuring business success through well-defined measurement criteria.
- A focus on outstanding customer service, strong teamwork with internal and external partners, and inspiring, mentoring and growing team members is essential.
- Work with Senior Leaders to define direction, identify potential alliances, and build partnerships for growing Human Performance Coaching offerings.
- Assess current operations, coach record-keeping processes, and service delivery and implement a plan of action for process and efficiency improvement.
- Determine performance metrics for client satisfaction, impact, and outcomes, and enhance dashboard of analytics for coaching team operations.
- Collaborate with internal and external partners to effectively implement and promote high engagement client programs.
- Work with Insights team to define and deliver client reporting strategy and data story.
- Partner with the coach training and development team to ensure well-trained coaches, readiness to coach, and ongoing training and mentorship of coaching skills.
- Work with Program Design team to develop and improve program offerings, and drive completion of coaching programs that ensure positive health and well-being outcomes.
- Lead and mentor the coaching team to excel at their work, balance their roles, and show up every day with fire.
ADURO Inc
Director
05.2016 - 04.2019
Job overview
- Established and grew the Customer Support Department from the ground zero.
- Salesforce, TalkDesk, and ZenDesk admin and owner.
- Involved with dev teams in building our first app - from incubation to go live.
- Responsible for hiring, training, & leading a virtual & on the ground team while developing new Customer Service procedures to maximize business performance & client success.
- Creating agent efficiency & leveraging technology to increase agent:case, ticket deflection, end user satisfaction, & decrease first response time while keeping head count optimized.
- Up-leveling departmental performance to exceed KPI's and PG's delighting our customers.
- Collaboration with C-suite, developers, marketing, data, & leadership teams to assess end user success & strategies to improve outcomes and product design.
- Advocating for the customer and user voices in product development.
- Creating process for & lead escalation emergency response teams.
- Implementing new ticketing & telephonic system with full CRM integration.
- Ensuring compliance with HIPAA, GINA, ADA & all other regulations.
- Implemented customer satisfaction survey system - average 4.5 out of 5.0.
- Responsible for succession training and employee development.
- Creating and implementing Agent Scorecard for annual reviews and continued growth.
- Created Professional Services model to drive new revenue streams & meet customer demands.
- Data analytics to drive and influence dev teams, account management strategy, & internal operational process.
ADURO Inc
Manager
01.2014 - 01.2016
Job overview
- Created & scaled Member Experience department; handling >5000 cases/month.
- Designed, met, & exceeded primary KPI's.
- Key player in building relationships with clients & internal partners.
- Designed & managed QA process for new & on-going clients.
- Created baseline reporting & metrics to drive engagement and customer delight.
- Responsible for auditing calls and cases weekly to ensure quality of service.
- Ensured compliance with HIPAA, GINA, ADA & all other regulations.
ADURO Inc
Program Architect
01.2013 - 01.2014
Job overview
- Increased employee engagement & drove wellness initiatives for over 40 clients.
- Primary strategist to ensure global enterprise clients met engagement, health, & business goals.
- Lead training & on boarding of new Account Managers & other key personnel.
- Developed & implemented internal workflows & training standards in a growing company (2x+ growth YOY).
ADURO Inc
Account Manager
01.2010 - 01.2013
Job overview
- Created the operational foundation for account management
- Managed 19 clients & resellers from pre-sale through launch.
- Developed, implemented, & facilitated client health & well-being initiatives, programs, & provided consultative & thought leadership with strategic solutions.
- Organized and lead successful customer implementations, continued interactions from weekly meetings to quarterly business reviews.
- Developed & executed multiple project plans simultaneously meeting all deadlines.
- Evaluated company culture, surveyed employees & ensured program design & marketing strategies is aligned.
- Facilitated collaboration across internal teams & external vendors.
- Coordinated, staffed, & managed onsite health screening for clients nationwide.
Education
Life West Chiropractic College
Doctor of Chiropractic from Neurology
2008
University of Texas
BA/BS from Psychology/Behavioral Science
2001
Skills
- Customer Relations/Success
- Process Improvement
- Policy & Training
- Change Management
- Strategic Planning
- Escalation Management
- People Development
- Product Development
- Regulatory Compliance
- Business operations
- Creative Problem Solving
- AI/ML, automation, chatbots
Recognition
2015 Leader of the Year, ADURO, Inc.
Timeline
Asst Director General Mgmt
Optum Financial
11.2022 - Current
Senior Director Digital Innovation
Moneylion
08.2022 - 01.2023
Vice President, Customer Experience
Starship
06.2019 - Current
Senior Director
Aduro
04.2019 - 06.2019
Director
ADURO Inc
05.2016 - 04.2019
Manager
ADURO Inc
01.2014 - 01.2016
Program Architect
ADURO Inc
01.2013 - 01.2014
Account Manager
ADURO Inc
01.2010 - 01.2013
Life West Chiropractic College
Doctor of Chiropractic from Neurology
University of Texas
BA/BS from Psychology/Behavioral Science
Similar Profiles
Jay LivelsbergerJay Livelsberger
Client Service Manager at Optum FinancialClient Service Manager at Optum Financial
CATHLEEN A. SCHMIDTCATHLEEN A. SCHMIDT
Business Ops. Coordinator at Optum FinancialBusiness Ops. Coordinator at Optum Financial
Don MusselmanDon Musselman
Senior Client Service Manager at Optum FinancialSenior Client Service Manager at Optum Financial