Professional Experience
Work History
Abbreviated resume. To see my full resume click on 'Download Resume'. --->
2021 - 2024
Manager, CX
Asurion
Nashville, TN
● Identified opportunities to enhance communication in a D2C and B2B2C repair service, driving cross-functional collaboration on solutions that elevated customer sentiment.
● Leveraged Qualtrics and Clarabridge software programs to examine customer metrics and feedback, identifying customer needs and delivering findings to diverse internal departments.
● Participated in professional development via the CXPA (Customer Experience Professionals Association), Forrester, and Stone Mantel’s Experience Strategy program, in addition to creating learning plans for the entire CX team's professional development.
2019 - 2021
Program Manager, CX
Alarm.com
Minneapolis, MN
● Partnered across the organization to establish foundational Voice of the Customer (VoC) and customer experience initiatives while developing an official customer experience strategy by actively listening to executives and organizational stakeholders.
● Established a framework for customer experience listening posts, including transactional, event-based, and relational feedback opportunities at different stages of the subscribers’ journey.
● Worked closely with data scientists and executives across the organization to develop a Subscriber Sentiment Score, enabling the monitoring of partner and subscriber satisfaction.
2015 - 2019
Manager, Customer Experience Team
Alarm.com
Minneapolis, MN
● Conducted strategic interviews and research on BPOs and led onboarding, training, and continuous quality assurance initiatives to ensure high customer experience standards and alignment with business objectives.
● Grew the customer experience team from 1 to 8 agents by overseeing recruiting and training new agents, forecasting volume, and communicating requirements to executives.
● Utilized the Customer Escalation and Customer Experience boards to enhance the visibility of customer issues for decision-makers and executive leadership across the organization.
● Monitored trends in subscriber experience and communicated findings to senior leadership while working closely with the Marketing and Sales teams to deliver timely insights on their programs and initiatives.
Education
Education
2013
B.S. in Communications
Graduating with magna cum laude, my studies involved interpersonal, group, and marketing communications with a focus on various forms of written communications.
St. Catherine University
St. Paul, MN
Expertise & Certifications
Areas of Expertise
Customer Experience (CX) Strategy
People & Team Leadership
Omni-Channel Customer Support
Stakeholder & Vendor Management
CX Metrics/KPI Management
Voice of the Customer (VoC) Analysis
Certifications
Certified Customer Experience Professional (CCXP) | Customer Experience Professionals Association (CXPA) | 2017
Diversity & Inclusion (D&I) Certification | eCornell | 2021
Clarabridge/XM Discover Report Creator | Clarabridge | 2022
Understanding Basics of SQL Syntax | Coursera | 2023