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Work Background
Vlinder Experience DesignFounder & Principal Consultant
Mar. 2025At Vlinder Experience Design, we support:
✔️ Hospitality brands ready to align guest and employee experiences
✔️ Brand, ops, and sustainability leaders who want to walk their talk
✔️ Teams that need better systems for feedback, action, and accountability Are you:
🚨 Delivering “sustainable” experiences that don’t feel that way to guests?
🚨 Watching service consistency falter due to burnout or misalignment?
🚨 Struggling to connect values with day-to-day guest and staff interactions? I’m here to help you restore alignment, boost retention, and elevate both guest and employee journeys. 📊 Why It Matters:
💡 80% of customers leave after just one poor experience
💡 Companies with strong EX outperform the S&P 500 by 120%+
💡 Hospitality turnover costs $5K–$15K per lost employee In hospitality, every interaction leaves a mark. Aligning EX and CX isn’t optional—it’s a competitive advantage with measurable ROI. Services We Offer:
🦋 Experience audits (employee & guest)
🦋 Journey mapping & experience blueprinting
🦋 AI-powered personalization strategy
🦋 NPS & Voice of Customer system design
🦋 Implementation & metrics activation 💬 Ready to design experiences that reflect your brand—and keep people coming back?
📩 Message me here on LinkedIn or visit vlinderexperiencedesign.com/contact-us to book a free 20-minute discovery call.
The Coca-Cola CompanyDirector, UX/UI
Feb. 2023 - Mar. 2025Atlanta Metropolitan Area-Increased focus on VOC by introducing and leveraging Qualtrics and FullStory to collect data on customer interactions with the Coca-Cola B2B platform.
-Consulted multiple agencies in the space of digital B2B branding, Visual Identity System and UX Design System.
-Coordinated design, testing and deployment of 50+ key capabilities, features and enhancements.
The Coca-Cola CompanyDigital User Experience Product Owner
Mar. 2020 - Jan. 2024Atlanta Metropolitan Area- SAFe Product Manager for myCoke B2B eCommerce Platform UX serving 135,000 outlets
- Revamped and modernized the UI of the entire platform, rendering the site more intuitive and supporting a 40% revenue increase
- Performed usability testing and UX research to make meaningful improvements to the platform UI, thereby contributing to 40% increased conversion rates
The Coca-Cola CompanyProcess Improvement Manager
Oct. 2013 - Mar. 2020AtlantaNavigated the Global Support Center through ~200 support transitions for application deployments, upgrades and migrations. Ensured service levels were consistently achieved, despite several high impact organization structure changes, user migrations, mergers and divestitures, by adopting an agile change management approach. • Managed and oversaw ~60 Operational Excellence and Six Sigma projects focused on incident reduction, lean support processes, customer experience and effort. Built several cross-functional project teams to ensure inclusion of end to end support processes. Achieved a combined estimated cost reduction of $1M.
• Automated and streamlined the process of submitting transition to support and process improvement requests to the Global Support Center, including standard tasks such as knowledge creation, high impact roll out requirements, agent process knowledge tests, pre- and post-deployment trend reporting and KPI tracking leading to an estimated cost reduction of $0.5M and a consistent customer satisfaction score of ~94%.
• Improved adherence to, and enhanced, the Knowledge Centered Support process. Implemented knowledge article templates and a comprehensive decision tree creation process as well as a rigorous quality and review cycle. This resulted in improved routing efficiency, with <1% of incidents tagged as misrouted, >98% of incidents rerouted <2times, and an improved mean time to resolve.
• Project Manager for GSC support transition to new managed service provider.
The Coca-Cola CompanySr. Manager CCR Helpdesk
Jan. 2012 - Sep. 2013Greater Atlanta Area• Monitor performance metrics for managed service provider and facilitate continuous improvement efforts ensuring KPI SLOs are consistently met.
• Improving ticket routing accuracy which resulted in an improved MTTR and an estimated cost reduction of $500k/a. • Review and continually improve CCR Lead Desk Major Incident Management processes to align with ITIL best practices resulting in an improved service delivery and reduced downtime related to P1 incidents. • Put tracking, scoring and monitoring processes and tools in place to ensure consistent high-quality service delivery and restoration of service within SLAs, which led to increased system availability from 85% to 99.9% for business critical applications. • Leveraged Service Now capabilities in our Incident Management, Major Incident Management and Problem Management processes to facilitate more accurate reporting and tracking.
• Put in place new Full Call Ownership Team responsible for the successful closure of aging tickets during and after transitioning from TRSM to Service Now. This team was instrumental in decreasing the number of aging tickets and achieving the early age resolution rate target of 77%. • Focus on Business Process Improvements such as the implementation of Chat Support, creation of a central BPI record for the Global Support Center including Transition to Support documentation which has been integrated in the IT SDLC process.
Coca-Cola EnterprisesGlobal Support Center Supervisor
Jan. 2007 - Jan. 2012• Successfully kicked off new Central Support Services / Remote Fix team. • Manage team of nine IT analysts ensuring SLA’s are met, a resolution rate of 85% or higher is maintained and Customer Satisfaction ratings of 93% or higher are consistently met.
SunriderDistributor Relations Manager
Jan. 2001 - May. 2006• Organized major distributor events and business opportunity meetings worldwide. • Devised proactive Distributor Business Support projects, which led to 20% increase of sales volume. • Recruited, trained, supervised and monitored team of Distributor Representatives. Minimized staff turnover by creating a motivating work environment. • Set up new training programs and methods to improve customer service levels. Improved efficiency of statistical analysis by importing data from Lucent Technologies system into Excel sheets for further processing and utilizing data to devise strategies that generated augmented sales. • Rendered preparation for annual international events more efficient by introducing GANNT charts, perfecting Excel sheets and updating communication techniques by implementing email merges.
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