Experience

CX Coaching

• Professional Training and Coaching
• 1 - 100 Employee

• Customer Exprience Coach

  • Jan 2021 - Present

  • Trained and licensed to use the proven CX methodology developed by The DiJulius Group, the world's leading authority on customer and employee experience• Increase the service aptitude of all client employees from the CEO to the most recently hired customer facing employee while building empathy and compassion in client employees to personalize the customer's experience• Systemize the training of the client's team to ensure a consistent experience is delivered by every team member in every department• Support client to define and measure key performance indicators, determine root cause of service defects with solutions and assemble weekly CX meetings to communicate and share results and progress



IKEA

• Netherlands
• Retail
• 700 & Above Employee

• Customer Experience Manager

  • Jun 2016 - Dec 2020

  • Direct and lead a fast-paced, 100+ person high energy customer facing team to meet the demands of a multi-million dollar per year retail furnishing establishment, including B2B sales in market• Collect, assess, and communicate customer insight and NPS from several internal and external channels while providing solutions to provide a high impact customer centric experience and leverage sales growth• Lead creation and ongoing refinement of Customer Experience Map and ensure consistent focus on the mandate to deliver ongoing customer experience enhancements across all retail channels• Deliver local marketing initiatives and consumer visitation in the primary business market• Coordinate and facilitate IKEA Leadership Fundamentals training for the central region

• Communications and Interior Design Manager

  • Apr 2012 - May 2016

• Sales Manager

  • Sep 2009 - Mar 2012

• Warehouse Manager

  • Sep 2007 - Aug 2009

• Furniture Showroom Manager

  • May 2005 - Aug 2007

• Coordinator and Assistant Manager roles

  • Jun 2001 - Apr 2005