Carrie Galvan

At Samsung Electronics America, I led customer experience strategy and operations for Samsung's U.S. digital customer community, using customer behavior, support trends, and resolution data to identify experience gaps and drive improvements.

I developed and executed CX and operational roadmaps spanning customer support processes, self-service, content, workforce strategy, and quality. I also established performance frameworks that gave leadership recurring visibility into customer and business outcomes.

I designed quality-management frameworks, scorecards, reporting, and performance controls that supported average quality results of 93%+ against a 90% target. I also led vendor transitions and operational changes, coordinating workforce ramp plans, training, quality controls, readiness, and risk mitigation.

In my concurrent Digital Strategy Lead role for Chat & Social Media, I led customer-care strategy and operational improvement across those channels. I analyzed customer-contact drivers and operational trends, then translated the findings into process, workforce, training, quality, and customer-journey improvements.