Alyssa Andersen

About Alyssa Andersen

I am a customer experience leader with an 18+ year proven track record of successfully driving cultural change, designing new customer experiences, and improving customer satisfaction utilizing Voice of the Customer analytics. I have a diverse business background with extensive experience in managing large teams, annual budgets, and multi-million-dollar revenue streams. Significant Achievements: · 20% YOY increase in Hertz NPS. · Delivered key insights via VOTC data & customer focus groups successfully contributing to Hertz increased position in JD Power North American Car Rental Satisfaction study from 5th to 2nd place.· Increased member satisfaction in Hertz Platinum loyalty program resulting in an NPS of 80. · Facilitated design, measurement, governance and analysis of VOTC program at Hertz and Avis Budget Group. · Designed and implemented a global best in class uniform program with a $7M budget affecting employees across four brands. · Drove organizational customer centric cultural change at Avis Budget Group. · Designed and implemented Avis Budget Groups executive tour to foster improved satisfaction among employees at 25 tour stops.Specialties: · Voice of the Customer· Customer Journey Mapping· Employee Communication and Training Plans· Penetrating and Expanding New Markets· Driving Revenue Growth· Managing Multimillion Dollar Budgets· Program/Project Management· Building and Leading Strong Teams· Demonstrated Sales Enablement Abilities· Managing the RFP Process

Experience

1. Customer Experience Director

   Voya Financial

   Oct 2019 — Present · New Windsor, CT, US

Education

• Ramapo College of New Jersey

  Bachelor of Science Degree, Marketing

Skills

• Budgets
• Yield Management
• Cross-Functional Team Leadership
• Revenue Analysis
• Leadership
• Tourism
• Marketing
• Salesforce.com
• Pricing
• Forecasting
• Sales
• Management
• Business Travel
• Car Rental
• Travel Management