Leading program management operations for CX Compliance. I orchestrate cross-functional initiatives to ensure regulatory compliance while optimizing customer experience and operational efficiency. My background in analytics, coaching, and product management allows me to adapt to any challenges and ensure successful program delivery.
Regularly conduct meetings and engage with senior leaders from front line managers to c-level across the company to ensure success of strategic initiatives.
Drove 840 basis point improvement in First Contact Resolution by co-leading a cross-functional Tiger Team and establishing analytics frameworks to identify key customer resolution drivers.
Transformed 173+ Jira tickets into comprehensive organizational planning tools by developing books of work, roadmaps, and cross-functional dependency dashboards that streamlined coordination across 6 cross-functional teams.
Ensured timely completion of quarterly and annual planning by independently re-establishing program management operations during code yellow equivalent situation despite resource constraints.
Delivered and maintained 100% on-time response rate for 24 risk remediation findings by establishing standardized intake, prioritization, and execution processes that ensured good regulatory standing.
Delivered strategic outcomes for executive escalations by successfully driving 1 KR improvement, 2 code yellow exits, and 1 back-to-health initiative as organizational-level program manager.
