Customer Experience Executive | Transformation Strategist | Operations Optimizer

🧭 Positioning Statement

I am a strategic Customer Experience leader with a proven track record of transforming service operations into scalable, customer-centric ecosystems.

With over 20 years of experience across healthcare, telecom, SaaS, and scientific distribution, I specialize in aligning people, processes, and platforms to improve efficiency, reduce cost, and elevate customer satisfaction.

My approach centers on building empowered teams, streamlining systems like Salesforce and Genesys, and turning operational friction into measurable business impact.

Crafting a great customer experience is not a project. It is a promise you make and keep.

✨ CX Transformation Highlights

🧬 Thomas Scientific – Rapid CX Turnaround

• Reduced case backlog by 60% in under 30 days (4.3 to 1.7 days)
• Improved response time by 45% by redesigning triage and order entry SOPs
• Implemented RPA and cross-functional escalation protocols to stabilize CX ops

🏥 Cardinal Health – National Consolidation Project

• Consolidated 20+ customer service centers into a centralized 400+ FTE support hub
• Successfully built the operation from empty space to on-time go-live
• Reduced cost by $500K/year, improved CSAT by 20%