Program Director, Customer Experience Optimization
October 2012 — November 2013
Led team comprised of key contributors from all functions of Genesys (Finance/Accounting, Product Management, IT, Customer Service, HR & Professional Services) to build integrated technical systems, business processes and measurable metrics, based on the Net Promoter System (NPS), which improved Customer Experiences for their direct and indirect customers, globally (improving their NPS Score 15.3% to 25.8% in six months).
Materially shaped the program to get the maximum positive outcome for the organization
1. Listen to and engage customers throughout the entire customer life-cycle,
2. Quickly identify issues, especially those with significant impact to the broader customer base, (involving relationship, revenue and customer support costs) resolve them, and measure the results (revising as needed)
Changes impacted all core departments and implementing new transactional systems (ie. ERP & CRM).