Forward-thinking Director of Customer Experience with a proven track record in transforming customer service practices, increasing revenue generation, and fostering customer loyalty. Elevates the role of customer service to provide deeper connection to the customer; advocates to embed service in every department of the organization to enhance competitive edge. Develops, trains and coaches Customer Service team to retain and win new business by consistently delivering an authentic, personalized and engaging customer journey, enhancing overall customer satisfaction. Demonstrated success in analyzing procedures, identifying areas for improvement, and implementing effective solutions.