Transformational leader with a proven track record of driving and sustaining impactful results across diverse sectors. Articulate and ambitious visionary, adept at establishing customer experience practices, enhancing marketing strategies, and implementing change management initiatives. Expertise in interpreting complex business challenges and developing innovative tactics to boost productivity while fostering strong customer connections and minimizing friction. Recognized for building robust relationships with stakeholders, managing risks proactively, and motivating high-performing teams, all while defining key customer metrics that align journeys with internal processes to elevate brand perception. Certified Lean Six Sigma Black Belt with additional credentials in Customer Journey Mapping.
Hi, I’m
Paulette Carter
Leader of Customer Experience
Fayetteville,GA
Summary
Overview
22
years of professional experience
1
Process Improvement Specialist
1
Lean Six Sigma Black Belt
3
CUSTOMER Journey Mapping expert
Work History
Teledocs360
Senior Director, Patient Experience & Transformation
02.2024 - Current
Job overview
- Leading enterprise transformation including omni-channel/digital operating priorities and frontline execution with growth objectives; embedding standardized routines and performance management.
- Implemented scorecards and predictive analytics to improve forecasting accuracy and enable operational management of retention/expansion drivers.
The Honey Baked Ham Company
Director-Customer Engagement & Innovation
01.2022 - 01.2024
Job overview
- Direct report to Chief Customer Officer.
- Designed a best-in-breed customer experience practice.
- Personally responsible for multi-site contact centers, targeting and personalization and owner of Voice of the Customer program (VoC).
- Guided digitizing, verifying, and perfecting omni channel customer user experience.
- Introduced friction avoidance initiatives and developed the 5-year strategic roadmap for CX transformation.
- Moved four platforms from legacy platforms in first year in role.
Aaron’s Company, Inc.
Director-Customer Experience, Programs, and Innovation
01.2021 - 01.2022
Job overview
- Standardized CX best practices and engagement; drove consistent execution across customer-facing teams and service channels.
- Partnered with Revenue Operations and Sales; implemented customer scorecards/predictive analytics improving retention and expansion forecasting accuracy.
American Cancer Society
Senior Director, Customer Experience (CX), and Integration
01.2016 - 01.2021
Job overview
- Strategic role reporting into Chief Customer Officer under CMO.
- The role translated customer intent to organizational outputs and C-Suite goals.
- Built 5-year CX strategic plan, selected measurement tools, defined key performance indicators, selected vendor/technology partners.
- The team provided quantitative/qualitative data collection recommendations to support the project suite.
- In addition, the team guided the creation of epic customer journeys to aid in driving a customer centric culture.
- As an organization this team pioneered human design principles to spearhead the understanding of customer needs as a business obsession resulting in marked improvement in response rates, customer ease, satisfaction, and NPS scores across all lines of business.
Earthlink, INC.
Senior Director, Customer Insights and Success
01.2014 - 01.2016
Job overview
- Built first voice of the customer (VoC) program for organization.
- Implemented action driven listening posts, customer scorecards, dashboards, guided by quantitative and qualitative research.
- Managed NOC (Network Operations Center) deploying transactional and relationship tools to support each business unit.
SHORETEL, INC.
Senior Director, Global Quality
01.2012 - 01.2014
Job overview
- Direct report to CEO.
- Responsible for Senior leader’s project suite.
- Project(s) included software design structure, returned materials re-design, inventory turnover, manufacturer defect reduction, network center downtime improvement, and new product introduction.
- Found critical metrics for all scorecards and dashboards.
ARBITRON, INC.
Vice President, Interviewing Operations
01.2008 - 01.2012
Job overview
- Traditional Call center leader role.
- Provided directions to market research teams in four locations domestically.
- Each site seats (250) agents.
- Developed and managed financial projections for all operations.
- Established baseline key performance and leading indicators.
- Significantly improved all key performance indicators.
AVAYA, INC.
Area Vice President/Managing Director, Global Center of Excellence
01.2004 - 01.2008
Job overview
- Traditional multi-site call center leader.
- Work included outbound and inbound activity.
- Maintained accountability for relationship management involving clients, employees, and union relationships.
Education
MICHIGAN STATE UNIVERSITY
Bachelor of Science from Business Administration, Urban and Metropolitan Studies
University Overview
Skills
- Voice of the Customer (VoC) Design
- Process Improvement
- Project Management
- Matrix Management
- Standardization
- Compliance
- Culture transformation
- Team management
- Team building and motivation
Certification
- Certified Scrum Master
- Lean Six Sigma Black Belt
- Customer Journey Mapping Expert
- CXPA
- CCN
- IQPC
Timeline
Senior Director, Patient Experience & Transformation
Teledocs360
02.2024 - Current
Director-Customer Engagement & Innovation
The Honey Baked Ham Company
01.2022 - 01.2024
Director-Customer Experience, Programs, and Innovation
Aaron’s Company, Inc.
01.2021 - 01.2022
Senior Director, Customer Experience (CX), and Integration
American Cancer Society
01.2016 - 01.2021
Senior Director, Customer Insights and Success
Earthlink, INC.
01.2014 - 01.2016
Senior Director, Global Quality
SHORETEL, INC.
01.2012 - 01.2014
Vice President, Interviewing Operations
ARBITRON, INC.
01.2008 - 01.2012
Area Vice President/Managing Director, Global Center of Excellence
AVAYA, INC.
01.2004 - 01.2008
MICHIGAN STATE UNIVERSITY
Bachelor of Science from Business Administration, Urban and Metropolitan Studies
Professional Highlights
Professional Highlights
- Pioneered the use of archetypes i.e., persona’s (based upon the use of psychographic data combined with demographics and ethnography) to enhance business understanding of the customer journey(s) in all design work.
- Inventoried all customer touch points to align C-Suite initiatives for maximum impact resulting in the removal of over 250 non-value-added touch points.
- Process re-engineering efforts in two contact centers that achieved cost savings of $12M annually.
- Renegotiated third party contracts to de-risk vendors, which resulted in cost savings of $2M annually.
- Directed the re-design of hardware products while shifting in-service failure rates from 4.25% to .10%.
- Re-designed and automated the returns material process, which resulted in the reduction of cycle time by 20% while improving customer satisfaction scores 12%.