Profile

Principal,
Align Listening Solutions
CXPA BOARD OF DIRECTORS

Contact Details

Align Listening Solutions
San Jose

Bio

I believe that the interactions we create for our customers as organizations can help to create a better world. For over 15 years I have been a customer experience and advocacy leader passionate about managing high-performing teams to create global programs designed to drive increased customer loyalty and employee engagement. Working in both small start-up companies and large complex business environments, I have the ability to establish scalable, actionable listening solutions that provide customer focus and inspire cross-functional improvement initiatives that get results. I have been a frequent featured speaker at conferences and webinars on best practices for voice of the customer programs and am a Certified Net Promoter practitioner, performance coach and customer experience mentor. Expertise: Customer experience program management, voice of customer systems, Net Promoter System (NPS), internal communications, change management (ADKAR), customer empathy methodologies, B2B customer closed-loop feedback systems, process improvement, team management, incentive systems, customer feedback action plans, employee engagement, performance coaching, training and facilitation, customer satisfaction and loyalty measurement, customer insights and analysis, customer advocacy and retention, and customer experience leader mentoring

Industry

  • Other

Job History

Airbnb
VoC Program Design & Management Lead
San Francisco, CA, United States
October 2014 - present

Symantec
Director, Customer Experience
July 2004 - September 2013

Business Objects
Manager, Customer Loyalty Programs
January 2002 - January 2003

Excite@Home
Sr. Director, Customer Focus & Retention
November 1997 - December 2000

@Home Network (later Excite@Home)
Sr. Director, Customer Focus and Retention
January 1997 - January 2000

Netcom On-line Communications
Director, Sales & Account Mgmt
January 1992 - January 1997