Michael Yodice's Linkedin Analytics

“Customer experience isn’t an expense. Managing customer experience bolsters your brand.” I am a solutions-focused professional with comprehensive experience in ideating and executing robust customer experience initiatives to improve performance through the customer lens. I am proficient at collaborating with cross-functional teams, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey. I am adept at enabling a two-way stream with customer-facing teams by collecting feedback to derive meaningful insights for improvements and maintain a customer-centric attitude while acquiring new or dealing with existing customers. I am able to build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys. I always encourage problem-solving, strategic thinking, and customer orientation amongst the team. I synchronize with directors or heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall strategy. Following are some of the highlights of my career: ☛ Developed and implemented company’s first-ever employee satisfaction (ESAT) survey and boosted response rate of employee satisfaction survey by 82%. ☛ Maintained exceptional onboarding experience, achieved 100% success rate of meeting brand promise, and improved employee engagement by creating automated workflow for new employee information. ☛ Expedited team workflows and reduced accumulated plan steps by 33% (approx. 60 to 40) through development and implementation of cutting-edge project plans. ☛ Reduced lost revenue from $1.9 million to $850K by evaluating NPS detractors, recommending impactful at-risk client handling measures, and implementing proactive SAVE attempt process “temperature check”. Furthermore, I possess a strong sense of prioritization and an organized mindset to cover simultaneous tasks without compromising on quality in rapidly evolving and technologically-advanced environments. Want to know more about my experience, passion, areas of expertise, or the improvements I can make to your organization? Connect with me at yodes89@gmail.com.