Alexis Triana
- Role
- Customer Experience Journey Architect at Florida Power & Light
- Location
- Miami, FL, US
- LinkedIn followers
- 500 followers
About Alexis Triana
As a seasoned leader with over 20 years of experience in customer service and IT at…
Experience
Customer Experience Journey Architect
Mar 2022 — Present
Design new end-to-end customer journeys that drive business growth and enhance customer satisfaction -Establish a VOC Governance Program to capture, analyze, and act on customer feedback, driving satisfaction, and advocacy -Implement a comprehensive electric vehicle customer journey that identifies key opportunities to enhance the EV experience-Develop a comprehensive set of future metrics that align with the overall customer experience strategy and business objectives-Implement ChatGPT to improve the CX team efficiency and collaboration
Education
Nova Southeastern University
Master of Business Administration (MBA), Business Administration and Management, General
2007 — 2010
Florida International University - College of Business
Bachelor of Business Administration, Information Systems
2000 — 2005
Skills
- Customer Relationship Management (Crm)
- Visio
- Usability
- Design Thinking
- Small Business Management
- Dashboard
- Big Data
- Quality
- Business Requirements
- Content Strategy
- Customization
- Order Fulfillment
- Customer Relations
- Customer Service
- Smart Metering
- Query
- Organizational Leadership
- Leading Meetings
- User Interface Prototyping
- Process Improvement
- Information Graphics
- Call Centers
- User Interface Design
- Software Requirements
- Business Process Improvement
- Process Management
- Management
- Call Center
- Usability Testing
- Process Engineering
- Statistics
- Leadership
- Business Intelligence
- Decision-Making
- Communication
- Order Processing
- Access
- Agile Project Management
- Requirements Gathering
- Account Maintenance
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