Passionate Customer Experience Leader with proven ability to get the customer on the strategic agenda, execute on priorities and create transformational changes that lead to improved customer loyalty, retention and profitability. Skilled at effectively connecting vision to strategy, operating processes, KPIs and systems to improve customer satisfaction across global Customer Support teams. Adept at running the business by building, developing and motivating high performing teams while simultaneously scaling it to deliver results.

Vice President, Customer Experience and Support Operations @ Responsible for leading a global team focused on improving the customer support experience.  Responsible for the closed loop voice of customer Net Promoter system for support as well as developing and leading a Net Promoter program for all Sophos products. Using analysis to drive operational excellence across our support and product experience.  Responsible for the support enablement teams focused on knowledge management, engineer and partner training, technology, reporting and analytics.  Responsible for the product management of our Sophos Support Packages creating greater value for partners and customers while delivering revenue expansion. From August 2014 to Present (1 year 5 months) Director, Product Manager, Sales & Customer Care, IT @ Responsible for all applications used by the global Sales and Customer Support call centers. Led team of 6 product managers along with a team of 30+ cross functional and indirect reports including engineers, Sales and Care VPs, Operations leaders, Finance and subject matter experts  Led Vision and re-design of the front line sales and care agent experiences via deployment of Salesforce Sales and Service cloud. This allowed 5 business units to onboard 3500 care and 800 sales agents globally in 9 months. Improved agent tNPS(transactional net promoter) by 80 points.  Delivered self service capabilities for end customers that improved Net Promoter and reduced costs. Ability to self-serve “My Account” needs delivered an 89% reduction in billing and account related calls.  Drove evaluation and selection of technology solutions required to meet business strategy  Led a product management team to deliver solutions using agile methodology From January 2013 to August 2014 (1 year 8 months) Director, Chief of Staff/Operations and Strategic Projects @ Chief of Staff to Small Business Customer Care Vice President. Enabled cross functional execution of the Customer Care priorities across organizational boundaries, ultimately improving Net Promoter. ● Defined and drove all operating mechanisms needed to run small business care ● Led the weekly leadership team of Care VPs across 4 business units ● Defined which metrics were to be measured across 4 business units and drove operational rigor to review how we were doing against the metrics, the priorities to improve and then track execution of those priorities. ● Led fiscal year planning process for a $320M Care business across 4 business units ● Coached the leadership team as both individuals and as team on how to become high performing ● Responsible for leading specific priorities: Drove initiative that changed the hiring and compensation practices of all front line employees and managers (2500 employees) so it aligned with Net Promoter which led to an increase in net promoter by 10 points. From August 2011 to January 2013 (1 year 6 months) Director, Voice of the Customer & Escalations @ Designed and built the first Customer insights organization. Managed all voice of the customer listening posts and partnered with engineering to remove customer pain at root cause. Resulted in 10% decrease ($2.7M) in the need for customers to contact us in the first year. ● Improved the customers experiences by focusing on ease of use and net promoter ● Built and led a team of 7 engineers who executed on product improvements ● Managed team of 30 escalations agents who created loyalty with customers while partnering with engineering to determine and eliminate root cause. From September 2007 to August 2011 (4 years) Manager, Organizational & Process Excellence @ Drove mindset and behavior of the business unit to deliver for customers as well as coach Sr. Executives to create and drive effective teams. ● Catalyst to improve Customers' Experience by identifying and driving high impact customer experience initiatives to accelerate growth as measured by Net Promoter scores. ● Assessed, coached and taught Sr. Leadership team on how to be a high performing team ● Established and managed operating mechanisms that enabled the business to deliver for customers From January 2005 to September 2007 (2 years 9 months) Business Unit IT Lead @ Managed team of 5 that drove requirement gathering and implementation for internal CRM & order entry systems. Partnered successfully with IT to develop, test and roll out systems to the business units. Successfully brought multiple business units onto a single platform. From August 2001 to January 2005 (3 years 6 months) Manager @ Effectively led projects to customize and implement front office systems across the temporary services industry (Manpower, Adecco). Developed and executed project plans, reported on project KPI's, re-engineered business processes, developed front line training and managed customer relationships. From May 1993 to August 2001 (8 years 4 months)

BS, Accounting & Management Information Systems @ California State University-Chico From 1988 to 1993 California State University-Chico Laura Degginger-Fjelstul is skilled in: Change Management, Program Management, Process Improvement, Customer Insight, Customer Experience, Building Customer Loyalty, Net Promoter Score, Customer Support, Process Consulting, High Performance Organizations, Organizational Design, Voice of the Customer, Agile Methodologies, Vendor Management, Management