Voice of Customer (VoC) Strategy Manager

• Jul 2023 - Present

Sr. Customer Success Manager

• Feb 2021 - Jul 2023

I managed and advised a diverse portfolio of customers who work with Qualtrics to optimize and execute their Voice of the Customer programs. I helped found a team of Consultants that exclusively supports the CX domain and strategic expertise. Some of my other responsibilities included: • Overseeing the configuration of customer VOC programs across relational and transactional touch-points, creating and executing strategies to achieve KPI milestones (NPS, CSAT, CES) • Collaborating with 7+ internal teams to drive customer product adoption, program growth, and expedited issue resolution • Conducting technical product demos, facilitating strategic success planning with customer stakeholders and executive contacts • Leading cross-functional work-streams to drive business unit efficiencies Show less

Associate Consultant - Higher Education

• Jan 2017 - Sep 2019

Worked with major research universities, hospitals, and academic medical centers with a focus on developing and negotiating indirect cost rate proposals, performing research investment analysis, cost analysis, service center billing analysis, operational assessments, business process redesign and strategic planning.Independently managed the budgeting and execution of complex work streams for multiple client projects, as well as, acted as the primary client relationship contact.

Analyst - Higher Education

• Aug 2013 - Jan 2017

Resident Assistant

• Mar 2011 - May 2013

Responsible for developing and fostering a strong, supportive residential community for incoming freshmen and returning students. I organized and executed monthly educational programs, supported the development (and later advised) my floors student government. I was responsible for enforcing university policy, resolving resident conflict within my community by exercising appropriate judgment followed by immediate response, ending with required procedural documentation of each incident. Independent administrative responsibilities included: answering and fielding all incoming phone calls, emails, and in-person requests, greeting and directing visitors, sorting all incoming and outgoing mail and recording it through our resident database, supporting executive staff on any tasks they requested. Show less

Intern

• May 2012 - Jan 2013

Managed an in-depth assessment to determine the appropriate technology and implementation strategy for gathering, storing, and sharing internal JPL business knowledge. The process consisted of conducting in person interviews, compiling data, creating a report of project findings, and presenting recommendations to upper-level management and approximately 50 business administrators and managers Managed an in-depth assessment to determine the appropriate technology and implementation strategy for gathering, storing, and sharing internal JPL business knowledge. The process consisted of conducting in person interviews, compiling data, creating a report of project findings, and presenting recommendations to upper-level management and approximately 50 business administrators and managers

Intern

• May 2011 - Aug 2011