Feb 2022 – Feb 2023 · 1 yr · Remote

• Responsible for leading the strategy, design and implementation of Voice of the Customer programs for the company including NPS program rollouts, vendor and platform management, ad hoc market research projects and brand awareness tracking. Worked extensively with cross-functional leadership and teams to identify insights and drive action, striving to create a culture of customer first thinking and decision making.

May 2020 – Feb 2022 · 1 yr 9 mos

• Led a team of CX Advisors to support Medallia's strategic customer base in the implementation, management and maturation of their CX/EX programs.

May 2018 – May 2020 · 2 yrs

• Supported large scale enterprise programs with thought leadership, support and guidance in implementing and managing their CX/EX programs

Jan 2016 – Apr 2018 · 2 yrs 3 mos · Milan Area, Italy

• Responsible for end to end implementation of Customer Experience (NPS) programs in key business units across Europe, Asia, North and South America. Key focus on building “Best in Class” programs by working with and influencing cross functional teams including executive level leadership. Equipping and empowering teams with the knowledge and tools to ensure ongoing program success after implementation via facilitation of both online and onsite training, best practice sharing, assistance in identification of customer pain points and the linkage to both operational and customer experience improvement.

Sep 2012 – Jan 2016 · 3 yrs 4 mos · Cologne, Germany

• Oversee the global NPS program, responsible for developing and building the strategy, programs and tools needed to reinvigorate and drive the program across the Brambles businesses globally.

Sep 2011 – Sep 2012 · 1 yr

• Administered the global loyalty program/NPS Relationship surveys across CHEP EMEA. Govern the customer insights into action process to ensure customer feedback was incorporated into strategy, innovation and continuous improvement activities at the local, and regional levels

Nov 2010 – Nov 2011 · 1 yr

• Assisted with global implementation and management of CHEP customer loyalty program utilizing Net Promoter Score with primary focus on EMEA launch in 24 markets.

Oct 2008 – Aug 2010 · 1 yr 10 mos · Orlando, Florida

• Member of Strategic Initiative team designing the methodology and all processes for CHEP USA Customer Loyalty Program, encompassing bi-annual Customer Satisfaction Survey and Closed Loop Issue Resolution Process

Oct 2006 – Oct 2008 · 2 yrs · Orlando, Florida

• Responsible for leading market research and analysis globally for CHEP in order to achieve revenue and profitability goals and position the company as the industry leader in pallet and container pooling. Research projects include Competitive Intelligence, Customer Satisfaction via TRI*M (internal and external), and Competitive Positioning for key countries.
• Designed and led Customer Satisfaction workshops for 12 different countries/product lines involving all levels and various departments in the organization.

Jul 2004 – Oct 2006 · 2 yrs 3 mos · Fort Worth, Texas

• Managed and assisted in the management of primary research projects including identification of profitable market segments, concept and positioning testing, pricing of new products, awareness, trial and usage studies, etc.
• Secondary data analyses and reports for marketing, sales, and finance including market forecasting, sizing, and trends for key business segments in domestic and global markets.
• Competitive intelligence research and share forecasts for worldwide demand of products, new product development, sales force sizing, and messaging.
• Designed internal research of sales force, marketing, sales management, and finance employees to gauge satisfaction and use of department resources and perceived performance.

Jan 2004 – Jun 2004 · 5 mos · Fort Worth, Texas

• Designed sales forecasting models for retail and healthcare clients to aid in decisions regarding new site location and various marketing initiatives.
• Analyzed and mined data from multiple types and forms of data to create reports detailing relevant market patterns and trends for client use.