Tiffany Stroupe

Launched an enterprise Qualtrics XM omnichannel platform and scaled Voice of Customer programs to 1M+ annual interactions, enabling closed-loop insights that reduced inbound support demand 38%. Designed predictive fraud and survey data integrity controls across 870 dealer partners, improving data quality 42% and reducing customer suppression 31%, while establishing CX dashboards and governance.

Built Hyundai’s new North American regional group and led CX/support transformation during COVID, delivering 15+ digital and operational initiatives while maintaining service quality and engagement. Standardized CX KPIs and governance across subsidiaries and delivered 30+ enterprise improvements via a 60-partner, 3-country research effort, generating $500K in annual savings through shared services

Drove enterprise CX planning, governance, and launch readiness across multiple business units by building KPI governance and performance management frameworks for 150+ stakeholders, improving reporting efficiency 70%. Co-architected Hyundai’s first enterprise vehicle launch gate process, improving CX readiness for 32 launches by 75% and mitigating stop-sale and customer risk.

Spearheaded revenue-generating sales programs, including the collision conquest program using OPSTrax SaaS and a certified repairer network with APN, improving profitability by $10M. Reduced returns to improve profitability by $15M by revamping inventory management using usage patterns to optimize and reduce returns by 13%.

Transformed customer experience by revamping Hyundai’s contact center operation, building and scaling two frontline contact center teams (200+ seats) with new service models, performance standards, and operating processes. Achieved #1 global ranking for operational excellence by strengthening service delivery and operational effectiveness.

Initiated dealer-facing customer satisfaction studies and awards, reducing costs 18%, cutting return time 50%, and increasing returns 100% through deeper analysis and comprehensive online survey design. Leveraged insightful reporting to improve customer satisfaction outcomes and dealer engagement.

Executive MBA with a dual emphasis in Information Technology and Management & Leadership.

Bachelor of Arts in Communications.