As a Change Leader, I implement digital capabilities to ensure customer success. I take personal responsibility to advocate for the customer, delivering solutions that drive satisfaction and loyalty. I influence business decisions using data that predicts customer impact, importance, and overall quality. I moved into the Financial Industry in August 2011 after an exciting career in Technology. I am responsible for real-time digital and social listening, ensuring that Citi clients have best in class servicing across NA products. This program was recognized for Innovation by CxPA and a finalist for Tech Titans Corporate Innovation. I am honored to have been recognized as the 2017 IT Exec of the Year by Innotech and Alliance of Technology and Women. Prior to joining Citi, I spent 16 years at Dell, where I developed a strong suite of programs that embedded Client Experience into the culture. As Director of Global Social Media Listening & Engagement Program, I co-founded Dell’s Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages.