Conducted quarterly process improvement workshops across 40 divisions, achieving 15% year-over-year construction quality improvement.
Advised executive leadership on cost-to-serve metrics, identifying areas of high-cost, low-value.
Led cost reduction initiatives, resulting in over $700,000 savings in cost-to-serve and 27% reduction in warranty costs.
Facilitated three Gemba workshops to observe processes and eliminate waste.
Oversaw development of Standard Operating Procedures for training and process standardization.
Served as Customer Care business leader during the pilot of AI technology Sierra, expediting case intake and improving customer experience.
Customer Experience Process Manager
Lennar Homes
Houston, TX
02.2022 - 01.2024
Collected, analyzed and measured process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives.
Worked with IT and Business Analytics team to develop dashboard analytics.
Worked closely with product team to collaborate on processes, requirements and testing of new applications prior to implementation.
Gathered feedback from stakeholders to design new Salesforce processes.
Developed formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams).
Developed metrics to measure the health of existing, new or recently changed processes.
Customer Experience Advocate
Lennar Homes
Houston, TX
10.2018 - 02.2022
Managed the Corporate BBB account and work with divisions to coordinator possible solutions to homeowner's concerns.
Defined performance challenges and design performance measurement solutions to inform management decision making.
Reviewed performance data to measure productivity or goal achievement and identify areas needing program improvement.
Provided advanced level customer support in a creative, proactive manner to resolve customer issues consistent with Lennar’s policies, procedures and quality standards.
Worked collaboratively with Learning and Development to develop and refine training materials for Customer Care team.
Learning Consultant
Strategic Ascent
Houston, TX
11.2016 - 09.2018
Consult with oil and gas clients to determine business needs, requirements, and constraints.
Design and develop effective and creative eLearning according to clients expectations using Articulate Storyline.
Design and develop training videos using Adobe Premiere.
Create job aids and other learning design documents using Microsoft Word and PowerPoint.
Supervise interns to provide coaching and guidance on client relations and client projects.
Education
Bachelor of Science - Human Resource Development
University of Houston
2016
Master of Science - Human Resource Development
University of Houston
2020
Certification
Lean Six Sigma Green Belt
Undergraduate Certificate in Business Process Improvement
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange