Noah Morris

Lead strategic transformation and operational initiatives across five U.S. markets, supporting 23,000+ annual service transactions and a distributed workforce of up to 100 employees. Led workflow automation and system-integration initiatives that reduced manual effort by 40% and contributed to a 25% improvement in operational efficiency.

Led enterprise program delivery across three Agile Release Trains, coordinating complex cross-functional initiatives supporting digital banking and the Capital One mobile experience. Improved program predictability from 58% to 85% by strengthening integrated planning, governance, risk and dependency management, escalation paths, and execution discipline.

Led cross-functional digital and process-improvement initiatives across Product, Engineering, QA, Customer Operations, and Compliance. Reduced cycle time by 18% and improved delivery predictability by 27% through workflow redesign, capacity planning, performance metrics, and continuous improvement.

Led quality performance and coaching for licensed insurance agents, ensuring customer interactions met federal and provincial property-and-casualty requirements and internal quality standards. Used QA findings, customer trends, FCR/NPS indicators, and operational data to identify systemic gaps and improve agent performance.

Led Digital Operations supporting customer engagement across multiple digital service channels. Introduced Sonnet's first Digital Operations remote work model and improved customer service performance through KPI analysis, workflow improvements, coaching, and process optimization.

Led high-volume customer service operations within a fast-paced contact centre environment. Managed employee performance, coaching, workforce planning, and service delivery metrics, and collaborated with leadership to implement process improvements.

Bachelor of Arts in Political Science from Brigham Young University.