Amanda Meek

Vice President of Client Experience @CMA CGM

Norfolk, VA, US

Strategic and results-oriented leader at the helm of Client Experience, spearheading a transformative approach to elevate satisfaction and loyalty across all touchpoints. Responsible for a comprehensive portfolio encompassing Performance Management, Quality Assurance, Voice of Customer initiatives, Training and Development, and Business Systems and Automation.Organizational Management: Leading the Program Management Office, I manage a robust team of 27, ensuring strategic alignment and operational excellence for a division of over 550 employees across the USA and Canada. My role involves fostering collaboration with global partners to maintain project integrity and alignment with organizational goals.Quality Assurance and Business Development: Conducting over 400 quality audits weekly, I drive continuous improvements in agent performance and recruitment strategies. My insights into client satisfaction metrics inform strategic decisions at the executive level, enhancing overall performance and client relationships.Strategic Project Management: Leading key restructuring and reorganization projects, I optimize departmental functions and streamline processes. My initiatives have significantly improved client entry points and agent proficiency, resulting in enhanced business efficiency.Information Technology Management: Leveraging advanced analytics and CRM platforms like Qlik Sense and Salesforce, I drive data-driven decision-making and operational efficiency.

George Mason University

Master of Science - MS, Industrial and Organizational Psychology

Arizona State University

Bachelor of Business Administration - BBA, Business Administration and Management, General

University of Southern California

Master of Science - MS, Project Management