Customer Experience Leadership: Driving Excellence and Innovation
Satisfaction Strike Team: Exceeding Customer Expectations
Led the Satisfaction Strike Team, a collaboration of CX leaders and front-line agents focused on enhancing customer satisfaction. This team identified improvement opportunities, implemented actionable solutions, and fostered a customer-centric culture.
Highlights:
Cultivated cross-functional collaboration to address customer needs holistically.
Established a framework for continuous improvement, resulting in measurable enhancements to customer satisfaction metrics.
Freshly Culture Program: Empowering Team Growth
Implemented the Freshly Culture Program, a team-focused initiative aimed at boosting morale, participation, and leadership skills across the CX organization.
Key Achievements:
Organized workshops and activities that fostered personal and professional growth.
Created a dynamic workplace culture that improved retention rates and team engagement.
Empowered team members to strengthen leadership skills and enhance the customer experience.
Freshly GC Mex Program: Elevating Spanish-Speaking CX
Pioneered Freshly Español, the first pilot program tailored to serve Spanish-speaking customers, which evolved into a dedicated team in Guatemala due to its success.
Key Achievements:
Designed a customer experience program tailored to the needs of Spanish-speaking customers, improving satisfaction and loyalty.
Successfully exceeded customer satisfaction metrics, leading to the program’s retention and expansion.
Demonstrated the value of personalized CX strategies in driving better business outcomes.
Digital Experience: Amplifying Inclusion and Engagement
Freshly Pride Campaign: Driving Inclusion Through Digital Engagement
AMPLIFYING LGBTQ+ VISIBILITY INTERNALLY AND EXTERNALLY WITH STRATEGIC STORYTELLING
At Freshly, I spearheaded a Pride campaign that unified LGBTQ+ employees and allies, fostering an inclusive culture while extending the conversation to external audiences. This initiative leveraged digital platforms and storytelling to inspire action and celebrate diversity both internally and on LinkedIn.
Key Contributions:
Email & SMS Campaigns: Created internal communications that celebrated allyship and shared employee stories, cultivating a sense of belonging.
Digital Fundraising & Advocacy: Designed opportunities for employees to support LGBTQ+ organizations through resources and donation drives.
External Engagement: Launched a LinkedIn campaign showcasing Freshly’s commitment to inclusion, increasing engagement by 20%.
Content Creation: Produced visually compelling graphics and heartfelt messaging to amplify employee voices and inspire external audiences.
Cross-Team Collaboration: Partnered with leadership and diversity teams to align messaging with broader organizational goals, ensuring authenticity and impact.
