Summary:

Improved satisfaction and first-call resolution through process redesign and team alignment.

The Challenge

Inconsistent service and fragmented processes led to lower satisfaction and repeat interactions.

What I Did

Led enterprise-wide initiatives to redesign workflows and align teams around a consistent customer experience strategy.

The Outcome

Achieved up to 86.7% satisfaction and improved first-call resolution to 81%.

Key Takeaway

Experience improves when systems and people are aligned around the same goal.