Areas of Expertise

Enterprise Resource Planning (ERP) Systems

SAP, Oracle, NetSuite

Customer Relationship Management (CRM)

Salesforce, Oracle Service Cloud, Zendesk, Genesys, Avaya, Cisco, Dialpad, Calabrio, Medallia, Qualtrics, Survey Monkey

Collaboration and Communication Tools

Microsoft Office Suite (MS Word, MS PowerPoint, MS Excel, Visio), Microsoft Teams, Slack, SharePoint, Zoom, Skype, Smartsheet, Google Docs, Miro, Confluence

Project Management and Development Tools

Jira, Agile, Atlassian, Master Control

Technical Competencies

Core Competencies

Customer Experience Strategy

  • Develop CX strategies to enhance satisfaction, loyalty, and growth. Optimize customer journeys, align strategies with market research, and create targeted CX programs. Monitor metrics to refine approaches.

Customer Success Management

  • Maximize client retention and lifetime value through onboarding, engagement, and renewal efforts. Build long-term relationships, align success plans with client goals, and conduct regular health checks.

Process Improvement

  • Optimize processes for efficiency and service quality. Develop SOPs, implement Lean/Six Sigma, and engage teams in improvement initiatives.

Blueprint Mapping

  • Map customer journeys to identify key touchpoints and opportunities. Align teams on CX objectives and provide actionable insights for strategic decisions.

AI Tools & Automation

  • Leverage AI to streamline processes, improve interactions, and boost productivity. Implement chatbots, automate tasks, and personalize customer experiences.

Change Management

  • Lead teams through organizational changes, develop communication plans, and provide training to adopt new CX strategies. Address resistance effectively.

Data Analysis & Insights

  • Analyze customer data to inform strategic decisions. Use KPIs to measure success, develop feedback loops, and apply predictive analytics to improve CX.

Stakeholder Engagement

  • Build relationships with stakeholders to advocate for CX. Collaborate across teams, present insights to leadership, and engage customers for direct feedback.

BPO & Vendor Management

  • Streamline operations by outsourcing functions and overseeing third-party partnerships to boost efficiency and maintain quality.

Collaborative Approach

  • Unified customer excellence aligning teams, enhancing satisfaction, and elevating the customer experience through process improvement initiatives.