Lori Gamble

Acting Director, Execution & Governance

• Led strategy and execution for a $10M portfolio of enterprise-wide CX initiatives, driving measurable improvements in satisfaction, retention, and operational efficiency
• Directed Agile delivery across multiple workstreams, aligning product, marketing, and operations to accelerate time-to-market and reduce customer friction
• Championed change management and organizational readiness strategies to support adoption of new tools, workflows, and customer-facing enhancements
• Strengthened governance frameworks and stakeholder engagement processes to ensure alignment, transparency, and delivery excellence
• Prioritized competing initiatives and made strategic trade-offs to maximize customer impact, delivery efficiency, and cross-functional alignment

• Supported and streamlined internal service delivery across multiple business units, enhancing operational efficiency and responsiveness
• Managed a team of 40+ including 1st and 3rd level support specialists, their supervisors and managers, and a dedicated program manager
• Reduced agent not-ready time by an average of 3.5 hours per day and improved customer satisfaction by 25% through implementation of support frameworks, scorecards, and KPIs to measure and drive performance
• Implemented structured workflows and coaching frameworks that elevated team accountability and service consistency
• Collaborated with cross-functional leaders to align support operations with strategic business goals and evolving customer needs

• Defined and championed the enterprise vision for consolidating customer portals into a unified single sign-on experience, enhancing usability and reducing friction
• Partnered with global development teams to streamline release cycles, achieving a 33% reduction in delivery timelines and a 12-point NPS improvement
• Achieved a 20% reduction in development timelines by refining requirements gathering and streamlining workflows
• Led change management efforts for high-impact digital transformation programs, ensuring stakeholder alignment and adoption readiness
• Balanced competing priorities and made strategic trade-offs to align product development with stakeholder expectations, technical constraints, and business goals

• Program managed 15 high-priority digital initiatives alongside 4 concurrent projects, ensuring timely delivery and strategic alignment
• Drove 9% productivity gain through targeted process analysis and operational enhancements

• Spearheaded implementation of client onboarding and support programs, improving time-to-value and customer satisfaction
• Developed and launched training programs for client-facing teams, resulting in improved consistency and service quality
• Collaborated with compliance and operations teams to ensure alignment with regulatory requirements and internal standards