At CenterPoint Energy, I use Voice of the Customer feedback, CSAT, escalations, quality results, and operational data to close service gaps, helping raise CSAT from 4.34 to 4.50. I also lead adoption of AI-enabled CX tools, including automated interaction notes and chatbots.
I've built and led customer-facing operations across CenterPoint Energy, OneMain Financial Services, and Vantiv, spanning onboarding, support, retention, collections, escalations, cross-selling, and complaint resolution. At OneMain, I built scalable processes and a Quality Assurance program using SQL, Excel, and operational analytics, while maintaining 100% SLA performance.
I develop strong teams through hiring, coaching, recognition, performance management, training, and cross-functional partnership. I bring hands-on experience with Salesforce, Jira, SharePoint, omnichannel support, system conversions, workflow redesign, and customer lifecycle programs.
