Alice Rogers

About Alice Rogers

I’m a strategic executive with a passion for driving operational excellence and transforming customer experiences. Throughout my career, I’ve had the privilege of leading initiatives that have not only improved service delivery but have also generated significant cost savings and performance improvements. I thrive on solving complex problems and finding innovative ways to create value for both customers and the business. One of my proudest accomplishments was leading the in-housing of a call center, which resulted in $47.5M in savings. Additionally, I’ve developed and implemented programs that have substantially enhanced guest satisfaction, proving that customer-centric solutions drive business success. I’m particularly skilled at leading diverse teams, optimizing workflows, and using data to make informed decisions that drive measurable outcomes. My ability to collaborate cross-functionally and engage stakeholders has been key to the success of large-scale initiatives. I’m constantly motivated by the opportunity to help businesses grow by delivering exceptional customer experiences. Core Strengths: Strategic Planning & Vision Operations Excellence & Efficiency Customer Experience (CX) & Process Optimization Leadership & Team Development Cross-Functional Collaboration & Revenue Optimization Data-Driven Insights & Performance Metrics Financial & Business Analysis People Leadership & Change Management Communication & Stakeholder Engagement Customer Advocacy & Industry Leadership

Experience

1. Director, Customer Experience

   Wilbert Funeral Services, Inc.

   Jul 2025 — Present · Leawood, KS, US

   Leading the transformation and centralization of the customer experience across five distinct brands- Building a unified customer support model to improve consistency, responsiveness, and satisfaction- Overseeing inbound and outbound service operations including call center, chat, email, and in-person support- Driving improvements in CSAT through proactive engagement and streamlined processes- Implementing CRM tools and automation to enhance service delivery and team performance- Partnering with cross-functional teams to deliver a seamless customer journey- Managing and developing a high-performing customer experience team across multiple brands- Using data and insights to identify trends, remove friction, and continually improve the experience.

Education

• Fort Hays State University

  Human Resource Management