Selma Vejzovic
Katy,TX
Summary
Customer Experience Leader with 8+ years of progressive experience leading Customer Care operations. Proven ability to lead complex, multi-phase transformations across diverse markets and cross-functional teams by leveraging customer insights and operational data to identify opportunities, optimize processes, and enhance customer satisfaction.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Sr. Customer Experience Process Manager
Lennar
Houston, Texas
01.2024 - Current
- Managed a phased rollout of a new nationwide Customer Care operating model, ensuring division adoption while managing ongoing refinements.
- Combined qualitative customer feedback with quantitative operational data to uncover inefficiencies and prioritize improvement opportunities.
- Partnered with the data team to develop efficiency and quality metrics to measure performance and support data-driven decisions.
- Collaborated with executive leadership to define operational standards, establish incentive metrics, and reinforce accountability against business goals.
Customer Experience Process Manager
Lennar
Houston, Texas
02.2022 - Current
- Facilitated quarterly workshops with divisions to reduce customer detractor comments and improve warranty costs.
- Created standard operational dashboards in Salesforce for Customer Care Associates to use and improve their quality and speed of case management.
- Collaborated with Construction to improve their QA program and reduce the number of defects after product delivery.
- Collaborated with the product team to map out new Salesforce process flows and conducted testing prior to release.
- Established and maintained a process for documenting, updating, and managing standard operating procedures to promote consistency.
Customer Experience Advocate
Lennar
Houston, Texas
10.2018 - Current
- Resolved escalated corporate complaints with professionalism, ensuring customer concerns were addressed effectively.
- Monitored corporate communication channels and responded to customer inquiries promptly.
- Managed BBB account and improved business rating to A+.
- Created Salesforce reports to provide leadership with data-driven insights supporting business decisions.
Education
Master of Science - Human Resource Development
University of Houston
Houston, TX05-2021
Bachelor of Science - Human Resource Development
University of Houston
Houston, TX05-2016
Skills
- Customer experience
- Data analysis
- Process improvement
- Change implementation
- Stakeholder collaboration
- Training and development
- Conflict resolution and de-escalation
- Quality improvement
- Salesforce
- Qualtrics
- Jira
Certification
- SNHU Undergraduate Certificate in Business Process Improvement
Timeline
Sr. Customer Experience Process Manager
Lennar
01.2024 - Current
Customer Experience Process Manager
Lennar
02.2022 - Current
Customer Experience Advocate
Lennar
10.2018 - Current
Master of Science - Human Resource Development
University of Houston
Bachelor of Science - Human Resource Development
University of Houston