Overview
Work History
Education
Certification
Timeline
Generic

Selma Vejzovic

Katy,TX

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Customer Experience Process Manager

Lennar Homes
Houston, TX
01.2024 - Current
  • 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

Timeline

Sr. Customer Experience Process Manager

Lennar Homes
01.2024 - Current

Customer Experience Process Manager

Lennar Homes
02.2022 - 01.2024

Customer Experience Advocate

Lennar Homes
10.2018 - 02.2022

Learning Consultant

Strategic Ascent
11.2016 - 09.2018

Master of Science - Human Resource Development

University of Houston

Bachelor of Science - Human Resource Development

University of Houston

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Selma Vejzovic