Certified customer experience professional (CCXP) and project manager (CAPM) with experience in both CX and operations for customers (both B2C and B2B) in multiple industries. Strategic and tactical leader focused on customer satisfaction and operational excellence; uncovering customer pain points and executing projects centered around improvement of the customer experience. Data-driven individual able to work cross-functionally with key stakeholders and able to develop, coach and foster best in care service while focusing on process improvements, efficiencies, KPIs, and SLAs.