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Cashel Ordu

@cashelordu

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CX strategy leader at Verizon who delivered a dropped-call initiative resulting in $1.1M in savings.

United States

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At Verizon, I turn customer feedback and operational data into CX strategy, process improvements, and frontline support. In my current role, I define KPIs and analyze NPS, CSAT, CMI research, and support tickets to identify root causes.

I partner with Product, Operations, and Quality Assurance to map customer journeys and address process failures that create friction. I also create playbooks and FAQs to help customer-facing teams navigate process changes.

As Program Manager, Ramp & Innovation, Strategic Partner Channel (PSO), I led a team of 19 direct reports and project-managed a dropped-call initiative that resulted in $1.1M in savings for SPC.

Earlier at Verizon, I developed coaching and onboarding approaches, supported product launches, and served as Product Owner for the Call of Fame Champion program. I’m a Certified Scrum Master and Certified Product Owner, and I use AI tools to automate data analysis and streamline CX reporting.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, CX Strategy & Implementation

Current

Verizon

Apr 2024 - Present (2 years 7 months)

Define and track KPIs to measure CX initiative impact, analyze customer feedback for root causes, and partner with product and operations to improve processes. Create playbooks and enablement materials to reduce escalations and support frontline teams.

Root Cause Analysis Process Improvement Customer Experience AI Tools Claude Microsoft Copilot Gemini Governance Automation KPI Management

Program Manager, Ramp & Innovation

Verizon

Mar 2022 - Apr 2024 (2 years 1 month)

Led a team of 19 direct reports, coached to targets, and managed training and resources. Project-managed a dropped-call initiative that delivered $1.1M in savings and optimized workflows for efficiency.

People Leadership Coaching Project Management Process Optimization performance reporting Talent Development

Consultant, Program & Project Management

Verizon

Jun 2021 - Mar 2022 (9 months)

Managed and prioritized multiple high-visibility strategic projects across Customer Service, Retail, Fios, and Inside Sales. Served as central point of contact for channel leads and communicated progress to executive stakeholders.

Project Management Strategic Planning Stakeholder Management Data Driven Decision Making Cross functional Coordination

Senior Analyst, CX Implementation & Execution

Verizon

Mar 2019 - Jun 2021 (2 years 3 months)

Partnered with CS Quality HQ, Field, Center, and SPC vendors on coaching strategy and developed a new Customer Service Coaching Model. Led the 'Call of Fame' tool and owned new product launch support with post-launch executive readouts.

Coaching Quality Assurance Cross functional Leadership Product Launch Analytics Reporting

Senior Analyst, Customer Experience

Verizon

May 2018 - Mar 2019 (10 months)

Developed the Acting Supervisors Development Strategy and onboarding, and directed action planning on all KPIs with the leadership team. Ran calibrations and facilitated coaching audits, and served as Product Owner for the Call of Fame Champion program.

Leadership Development KPI Management Calibration Coaching Product Ownership

Supervisor, Customer Loyalty, Tech Support & Care

Verizon

Aug 2015 - May 2018 (2 years 9 months)

Coached and developed a team of 12-14 agents to meet efficiency objectives. Owned employee engagement strategy and implemented initiatives to reduce absenteeism, and created the 'Pro Newsletter' to share best practices.

Team Leadership Coaching Employee Engagement Retention Resource Management

Frontline Representative

Verizon

Jan 2013 - Aug 2015 (2 years 7 months)

Served as Customer Specialist, Advocate, and Pro (Loyalty), and as Support Coach in New Employee Experience. Selected for the Pre-Leader/Emerging Leader development program.

Customer Service Loyalty Coaching Leadership Development