Global Head of Customer Experience

DIRECTOR OF CUSTOMER EXPERIENCE & CUSTOMER SERVICE

Strategic Partnerships Revenue Growth Team Leadership Results-focused and process-driven change-agent, undeterred by challenges and keen on tapping status-quo-disruption techniques and devising change-models to buoy team performance, customer satisfaction, and overall organizational success. Highly analytical complex problem solver, known for pioneering revenue growth initiatives, leading team transformations, building consensus, cultivating influential cross-functional business partner relationships, and driving exceptional customer outcomes globally. Embody exceptional leadership qualities of grit, composure, and clear, data-driven decision-making framework to drive continuous improvement and innovation, bringing in new technologies to drive efficiencies and quality.

==> Culture driver, passionate about developing teams, propelling career growth, and fostering engaging team culture.

==> Design and execute the strategy and vision for the member experience, creating consistency at scale. Proven track record of successfully standing up new business functions.

==> Strategic thinker, delivering targeted business outcomes in a sophisticated eco-system, enabling execution of complex projects across multiple functions.

==> Polished communicator, engaging at all levels and showing strong coaching, interpersonal skills, and a consultative approach to customer engagements. Achieved Outstanding Performance as a Leader Award The Women’s Leading Edge Program 2016

Core Competencies

* Cross-Functional Partnerships

* Data-Driven Decision Making

* Strategy Development

* Consensus Building

* Executive Presentations

* Team Coaching/Mentoring

* Global Customer Experience

* Channel Management

* Strategic Partnerships

* Process Improvements

* Strategic Vision & Leadership

* Revenue Growth & Expansion

* Stakeholder Engagement

* Customer Engagement & Strategy

* Change Management

Professional Experience

2022 – Present • BLUEJEANS BY VERIZON • Alpharetta, GA Global Head of Customer Experience

Provide strategic vision and leadership for all aspects of BlueJeans front line customer experience and front-facing customer engagements. Initially recruited to oversee technical support, but swiftly promoted, now managing 8 Senior Directors and 35 Indirect reports and 50+ Vendor support agents and administering $40M in Customer Revenue. Establish key performance indicators (KPIs) to sustain outstanding Customer Experiences. Successfully build new revenue generation streams and reduce churn across the organization. Launch successful customer upsell/cross sell campaigns for added revenue and employee compensation strategies. Deliver tailored and inspiring team coaching, developing a highly skilled and mission- inspired team that excels at fostering genuine relationships and delivering exceptional customer experiences.

• Bolstered revenue in 2022 from $97K to $532K in 2023 and was on track to deliver over $1M before the company closed.

• Increased NPS Customer Satisfaction scores from 9.0 to overall 9.2 across the entire customer experience team.

• Drove churn reduction from 2022 to 2023 by $4.3M.

• Transformed a non-producing and unmotivated team into voracious business development hunters.

• Boosted Virtual Chat response time to almost 100% answer rate within the first 60 seconds. 2012 – 2022 • VERIZON • Alpharetta, GA

Senior Manager, Customer Service & Vendor Management (2019 – 2022) Expertly conducted all aspects of the technical program and messaging programs. Liaison between Verizon and outsourced third-party, Asurion, collaborating cross-functionally to enhance processes and policies. Influenced revolutionary change in customer experience by strengthening operational strategies and driving efficiency enhancements as well as call routing improvements. Provided ongoing executive-level updates. Cultivated ongoing vendor relationship development with Asurion Tech Coach, Tech Sure, and 5G Home, and oversaw support for 3400+ agents. Steered Mobile and Fios Messaging/Chat groups supporting 3300+ agents for SPC. Managed 1100+ agents for the Mobile and Fios Tech Strategic Partnership Channel. Oversaw 7 direct reports.

• Influenced substantial cost savings by leveraging strong relationships with Asurion to steer strategic decisions around call types to be outsourced.

• Presented engaging presentations at the Executive level, gaining credibility and garnering respect from Executive Leadership at both companies.

• Launched training initiative, reaching over 10k internal and vendor employees.

• Guided transfer initiative and reduced transfers by 3.9%

• Lowered number of cases/tickets created by 39% by establishing processes for reducing escalated issues.

Manager, Technical Support Operations (2017 – 2019) Invited into this role to build a technical operation for the vendor channel. Provided excellent leadership to ensure success in standing up the technical operations center, and administered vendor support for up to 750+ agents technical agents. Masterminded exceptional customer experiences by deploying process improvements to drive efficiency gains. Demonstrated finesse and poise under pressure, juggling multiple projects with competing priorities in a fast-paced, ambiguous environment.

• Successfully bridged the gap for vendors, advocated for vendor access, same training and resource provided to Verizon staff. Created equal opportunities by addressing knowledge gaps and establishing consistent training processes and content for both organizations.

• Creation of a new vendor support model shifted Verizon’s technical ability to supply more to vendors, resulting in 80% outsourcing.

Senior Manager, Customer Service Operations (2014 – 2017) Accountable for all Technical Support overall performance KPIs. Diligently provided excellent management over operations, strategy, shrink planning, attendance, and communications and partnership with workforce management across 7 call centers in the South Area (AKR, FL, GA, NC, SC, etc.). Managed 9 direct reports.

• Implemented a revolutionary program to address shrink across all the call centers.

• Drove significant cost savings of more than $1M. Associate Director, Technical Support & Wireless Network Repair Team (2012 – 2014) Selected to lead a team of front-line technical support to meet / exceed KPIs and deliver quality service. Managed 10 direct and 160 indirect reports. Provided technical team with targeted training on sales tips and techniques, empowering them to execute on sales and upselling strategies. Created dedicated support functions within the department. Partnered with Network Repair Bureau to ensure alignment of processes.

• Delivered game-changing streamlining processes for the wireless network team.

• Transformed the team into an effective technical sales team.

• Bolstered team morale by devising and deploying team incentives and creating opportunities for career development.

• Recognized regionally for having the highest number of new add-a-lines sales within the entire Customer Service organization.

Education

Bachelor of Science, Speech Pathology • University of Arkansas, Little Rock Specialized Training

Verizon Diversity, Equity, and Inclusion (DEI) Leadership Development Women’s Leading Edge Program, 2021 Project Management Professional course completion. (not certified) ERICA TESSITORE

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