Work
A look at the systems, programs and operating models I've built — generalized for confidentiality, but grounded in real transformation work.
Designed the foundational intake and routing model for a newly established U.S. CX function, creating clearer ownership, better handoffs and a more scalable front door for customer and internal requests.
Problem
Requests entered through multiple channels with inconsistent ownership.
Approach
Built team-based routing and L1 ownership principles.
Outcome
Created the operating foundation for a scalable Customer Care structure.
Built a more actionable Voice of Customer program by connecting survey feedback, detractor workflows and executive dashboards into a closed-loop system.
Problem
Feedback was not consistently centralized or tied to action.
Approach
Developed CSAT/CES reporting, detractor workflows and Power BI dashboards.
Outcome
Improved visibility, accountability and closed-loop follow-up.
Supported the transition toward a more unified CX and CRM operating environment by helping consolidate workflows and standardize processes within SAP C4/HANA.
Problem
Customer-facing processes were fragmented across tools.
Approach
Aligned CX, CRM and intake workflows into a more standardized platform foundation.
Outcome
Reduced fragmentation and improved long-term scalability.
Additional process maps, dashboards and supporting artifacts are available upon request.