Accomplished Customer Experience Leader | Transforming Support Operations | Driving Customer Satisfaction & Cost Efficiency | CRM

Greater Philadelphia Contact Info
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About

With over 15 years of experience in optimizing business operations and enhancing customer satisfaction across various industries, I currently serve as the Regional Customer Experience Manager at Parker Hannifin, a global leader in motion and control technologies. My Bachelor of Science in Health Care Administration and Management provides a robust foundation for managing complex systems and processes.

My core competencies include project management, team building, data analysis, budgeting, and error reduction. I spearhead change and standardization initiatives across the Parker PSC network, unifying teams, restructuring departments, improving response times by 50%, and reducing costs by 12%. Proficient in Salesforce Service Cloud, I deliver effective solutions tailored to customer needs. My mission is to foster a customer-centric culture that drives loyalty, retention, and growth, achieving a 33% increase in customer satisfaction and a 30-point improvement in NPS.

Experience

  • Thomas Scientific Graphic

    National Director of Customer Experience

    Thomas Scientific

    - Present 2 months

    New Jersey, United States

  • Parker Hannifin Graphic

    Regional Customer Experience Manager

    Parker Hannifin

    - 5 years 5 months

    Managing change and standardization across the Parker PSC network.

  • Clearent Graphic

    Director of Customer Support

    Clearent

    - 2 years 7 months

    Louisville, Kentucky

  • Time Warner Cable Graphic

    Customer Service Support Manager

    Time Warner Cable

    - 8 years 11 months

  • Cardinal Health Graphic

    Director Customer Support

    Cardinal Health

    - 4 years

Education

  • Tiffin University Graphic

    Tiffin University

    Bachelor of Science - BS Health/Health Care Administration/Management 4.0

    -

Volunteer Experience

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