Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Verizon ConnectAssoc Dir- Business Transformation
Jul. 2024United States• Spearheaded competitive intelligence initiatives to enhance market strategy and customer experience at Verizon Connect. • Managed third-party researchers to gather insights that informed roadmap strategy and innovation efforts. • Leveraged AI technologies to drive innovative solutions, ensuring alignment with business transformation goals.
Verizon ConnectCustomer Experience Program Leader
Nov. 2021
VerizonManaging Client Partner - Customer Experience and Contact Center
Jun. 2020 - Jan. 2022Manage a national team of Customer Experience Consultants focused on improving Citizen Experience in the Public Sector including Federal, State, and Local governments and Higher Education organizations. The team works to identify customer’s business requirements to develop solutions that deliver exceptional business outcomes and great customer experiences. 2020 Race to the Finish Winner (Top 5% of Sales in Verizon Business Group) achieving more than 400% of plan.
VerizonCustomer Experience Design Partner
May. 2019 - Jun. 2020
CroweAssoc. Director of Client Experience and Strategic Insights
Dec. 2018 - May. 2019
CroweAssociate Director of Client Experience
Nov. 2012 - May. 2019Lexington, KentuckyCrowe Horwath named Winner of CX Innovation Award - May 6, 2015 for "Improvements in CX through Employee Engagement" Named as CX Outstanding Practitioner by CXPA - October, 2014
http://cxday.org/2014/cx_impact_awards.html
LexmarkCustomer Experience Manager
Apr. 2008 - Nov. 2012• Transformed customer feedback via surveys into action plans for product quality and service improvement resulting in an increase in customer satisfaction and loyalty (Net Promoter Score).
• Created processes to gather end user survey feedback in Business to Business environment, analyze current state product quality and service performance and complete a root cause analysis and action plans in an account.
• Applied Lean principles for creation of a Value Stream Map of all processes
• Provided frequent executive presentations to C-level and senior executive staff on project status, process design, and results.
• Designed and implemented closed loop quality system for long-term process improvements to address current customer negative experiences.
• Established foundational Voice of Customer (VOC) elements of customer lifecycle, customer touch points, methodology for prioritization of negative customer issues, improvements to current surveys, and opportunities for advantages of competition based on customer feedback.
• Featured speaker at corporate-wide Operational Excellence symposium in March 2009, “Lexmark Customer Experience”
LexmarkR&D Product Engineering Manager
Sep. 2005 - Apr. 2008• Developed and delivered three electromechanical fusers with innovative technology for different laser printer products. Emphasis on function, delivery, size constraints, and cost objectives in addition to marketplace-leading functionality.
• Led international business relationships with critical Japanese component suppliers.
• Established excellence in team’s experimental design ability including the use of DOE’s, gaining experience in statistical analysis and root cause understanding. • Increased team size from eight people to 22 people before additional management was added.
LexmarkSr. Technical R&D Consultant
Jan. 2003 - Sep. 2005• Organized and restructured technology organization with clear job descriptions, defined roles and responsibilities, better person to job match fits and defined and prioritized action items.
• Guided programs technical decisions using design of experimentation, modeling, and statistical analysis for styrene acrylic and polyester toners, metering blade, polyurethane developer roll, silicone toner supply roll, photoconductor, and EPDM charge roll.
• Established and managed the technical relationship between Xerox and Lexmark for the acquisition of chemically processed toners - including definition of volumes, schedule, and design of the technical portion of the development contract.
Lexmark InternationalR&D Product Engineering Manager
Jan. 1998 - Jan. 2003• Managed a development team of 7 engineers, designers, and technicians to drive color laser printer cartridges into the business. Key efforts included reducing BOM cost by 15% and improving print quality. • Led local and remote team of engineers to design and integrate patented polyester based color toners into internally developed color laser products. • Led team of process, product, and materials engineers to design and manufacture a new polyurethane developer roll to be implemented for superior print quality performance.
Lexmark InternationalProduct and Process Engineer
Jan. 1992 - Jan. 1994
Intch is a Professional Networking App for the Future of WorkSee more people like Michelle on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1130484 people
21
CEO / Leadership Coach / Career Strategist / Instructional Designer / Curriculum Consultant @ Expanding Leaders
15
Project Manager, Consultant
15
Production Assistant
285332 people
15
Project Manager, Consultant
17
Business Analyst
16
Director @ Axia Advisors, LLC