Open to opportunities

Geeta Gupta

@geetagupta

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Transformational Customer Experience Executive driving sustainable value and growth.

United States

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What I'm looking for

I seek a role that fosters collaboration, innovation, and growth opportunities.

I am a versatile transformational Customer Experience Executive with extensive experience leading PMO and customer success teams across various industries. My passion lies in delivering sustainable value to key stakeholders throughout the customer journey. I have a proven track record of driving measurable impact and leading transformative change, particularly within Fortune 500 companies.

Throughout my career, I have excelled in collaborating with cross-functional teams and C-suite executives to enhance customer engagement, satisfaction, and loyalty. My expertise in building and leading global teams across APAC, EMEA, and the Americas has enabled me to optimize business processes, drive growth, and boost profitability. I am committed to fostering continuous improvement in team performance through coaching and training, ensuring that both the organization and its customers achieve their goals.

Experience

Work history, roles, and key accomplishments

Senior Director of Customer Service

Altium Packaging

Jan 2023 - Jan 2024 (1 year)

Led the development and management of customer service experience across a national footprint, enhancing customer satisfaction and operational efficiency. Implemented a real-time feedback system, achieving significant improvements in NPS and customer fulfillment metrics.

Customer Service NPS Change Management Supply Chain Management Team Leadership Customer Experience Process Optimization Coaching Training

Americas Customer Success Director

Vizrt

Feb 2021 - Feb 2022 (1 year)

Managed interdisciplinary teams to enhance customer relationships and support a successful SaaS business model. Achieved high customer response times and improved operational efficiency while focusing on team performance and customer experience.

Customer Success SaaS Team Management Customer Experience Training Performance

Global Customer Success Director

NICE Systems

Jan 2011 - Jan 2020 (9 years)

Directed a global team of Customer Success Managers, managing client engagements and driving revenue growth. Improved contract renewal rates and customer satisfaction scores while overseeing post-merger integration and operational efficiencies.

Customer Success Management Client Engagement Revenue Team Leadership Post Merger Integration Customer Satisfaction Strategic Planning

Program/Senior Account Manager

NICE Systems

Jan 2011 - Jan 2020 (9 years)

Managed delivery of Customer Care solutions for key accounts, ensuring timely and on-budget execution. Achieved significant improvements in customer satisfaction and retention through effective project management and client engagement.

Project Management Customer Solutions Client Engagement Customer Satisfaction Budget Management Team Coordination Capacity Planning Process Improvement

Project Manager / Business Analyst

Coca-Cola

Jan 2010 - Jan 2011 (1 year)

Managed projects and conducted business analysis to drive improvements in operational processes. Worked closely with stakeholders to ensure project alignment with business objectives and customer needs.

Project Management Business Analysis Stakeholder Engagement Process Improvement Communication Skills Team Collaboration Data Analysis Strategic Planning

Team Lead, Senior Technical Business Analyst

AT&T / Bellsouth

Jan 2010 - Jan 2011 (1 year)

Led technical business analysis and team management, focusing on improving processes and customer service delivery. Collaborated with cross-functional teams to enhance operational efficiency and customer satisfaction.

Business Analysis Team Leadership Process Improvement Customer Service Cross Functional Collaboration Project Management Stakeholder Engagement Data Analysis Communication Skills

Leader, IT Projects

Newell Rubbermaid

Jan 2010 - Jan 2011 (1 year)

Led IT projects to enhance operational capabilities and improve customer service delivery. Collaborated with cross-functional teams to ensure successful project execution and alignment with business goals.

Team Leadership Cross Functional Collaboration Customer Service Strategic Planning Communication Skills Process Optimization Stakeholder Engagement Data Analysis

Wireless / Mobile Process Manager

Cox Communications

Jan 2010 - Jan 2011 (1 year)

Managed processes related to wireless and mobile services, focusing on enhancing customer experience and operational efficiency. Worked with teams to implement improvements and drive customer satisfaction.