Tiffany Hancher
Georgetown,TX
Summary
Award-winning Customer Experience leader with extensive expertise in customer engagement, community building, and advocacy. Successfully connected over 100 customer communities into a unified rewards, advocacy, and product marketing platform, earning the prestigious BAMMIE Award for innovation.
Skilled in leveraging AI and SaaS solutions, fostering strong customer relationships, and driving loyalty through scalable, customer-centric strategies.
Collaborative team player with a proven ability to align cross-functional teams, including product, marketing, and sales, to deliver exceptional enterprise technology experiences.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Experience
VMware by Broadcom
Austin, TX
06.2016 - Current
- Led the integration of over 100 customer communities into a centralized rewards, advocacy, and product marketing platform, resulting in enhanced engagement and operational efficiency.
- Achieved industry recognition with the BAMMIE Award for innovation in customer loyalty and advocacy initiatives.
- Partnered with product business units, marketing, IT, UX, and sales teams to drive customer-focused enhancements, boosting product adoption and customer satisfaction.
- Represented the organization at conferences or trade shows as an expert speaker.
- Developed and implemented strategic business plans to drive growth and profitability.
- Coordinated with marketing to develop branding and promotional strategies.
- Led a small, yet mighty global team
Customer Loyalty Manager
National Oilwell Varco Inc
Austin, TX
03.2011 - 06.2016
- Directed customer loyalty and advocacy programs, achieving a 20% increase in repeat business.
- Fostered and maintained customer communities, driving engagement and satisfaction through tailored communication strategies.
- Partnered with internal teams to identify customer needs, aligning product and service offerings with business objectives.
- Enhanced customer communication frameworks significantly improve satisfaction scores and reduce resolution times.
Education
BBA - Marketing & Hospitality
The University of Texas At San Antonio
San Antonio, TX05-2006
Skills
- Customer Engagement & Advocacy
- Community Building and Loyalty Programs
- SaaS Product Expertise
- Cross-Functional Collaboration
- Customer-Centric Strategy Development
- Communication & Stakeholder Management
- Business performance management
- Data-driven decision making
Accomplishments
- 2022 BAMMIE Winner, Best Technical Achievement in a Program
- CMA Top 100 2024
Certification
- Jasper AI Certified
- CXPA
Numbers
- Generated over 90,000 acts of advocacy
- 87,000+ challenges complete
- Garnered 6,000+ social shares
Affiliations
- Parent Teacher Association President, aligning my project management skills to drive successful events and fundraising
References
References available upon request.
Timeline
Senior Manager, Customer Experience
VMware by Broadcom
06.2016 - Current
Customer Loyalty Manager
National Oilwell Varco Inc
03.2011 - 06.2016
- Jasper AI Certified
- CXPA
BBA - Marketing & Hospitality
The University of Texas At San Antonio
Similar Profiles
Pankuri MahajanPankuri Mahajan
Solution Architect (Client Service Consultant) at VMware by Broadcom (Broadcom)Solution Architect (Client Service Consultant) at VMware by Broadcom (Broadcom)
Shashank VijayShashank Vijay
R&D Software Engineer at VMware by BroadcomR&D Software Engineer at VMware by Broadcom
Pankaj KamblePankaj Kamble
Sales Ops Analyst II at VMware by BroadcomSales Ops Analyst II at VMware by Broadcom