Led a high-performing team, developing and executing programs to hire, coach, and retain top talent. Partnered with Customer Programs and regional leaders to deliver personalized solutions and build a road map according to business needs. Pioneered strategies to enhance self-service capabilities, improving customer experience and operational efficiency. Set and achieve engagement and adoption targets, continuously iterating on strategies based on feedback and performance data. Fostered an inclusive team culture focused on collaboration, continuous learning and continuous improvement.

Built and implemented strategies to drive customer adoption and retention for a large cohort of clients.

Managed a team focused on quality implementation and customer retention, achieving top performance metrics. Collaborated with cross-functional teams to refine customer engagement strategies and improve service delivery. Implemented tools and processes to automate and enhance customer interactions and support.

Supervised audit processes and developed quality control procedures, ensuring high standards of service. Led initiatives to improve customer satisfaction and streamline operational workflows. Conducted retrospectives and post-mortems to identify and address gaps in the customer experience lifecycle.