Customer Experience Manager with sizable experience in designing and driving continuous customer service improvements across channels, based on Customer Journeys, Voice of Customer (VoC), Market Research and managing ATM back office operations. Demonstrated expertise in customer analytics, including Net Promoter Score, Customer Feedback through all available channels (complaints, voice of employee, social media, digital & physical channels), in monitoring the quality of experiences delivered to customers and identifying necessary improvements. Project Manager of initiatives serving strategic upgrades to customer service, such as features designed to improve the service experience and sense of inclusion and accessibility for customers with disabilities.
