Customer Experience Leader with 10+ years of progressive expertise in financial services and contact center management. Proven track record of building high-performing teams, implementing omnichannel service strategies, and driving measurable improvements in customer satisfaction (20%+ CSAT growth), operational efficiency, and team performance. Skilled in workforce management, CX strategy design, quality assurance, and data-driven decision-making. Experienced in leading multi-channel teams serving diverse customer bases across phone, email, chat, and digital platforms.
