Keionna Cray
Customer Experience Manager Global Performance & Strategic Operations @Ten Lifestyle Group
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WORK HISTORY
Customer Experience Manager Global Performance & Strategic Operations @Ten Lifestyle Group
Lead global CX performance governance for a multinational concierge and lifestyle services organization, designing enterprise measurement frameworks that align service quality, operational accountability, and client experience outcomes across global service teams.• Designed and governed global KPI architecture across a 40+ professional enterprise service network, aligning quality standards, escalation risk, and revenue exposure with performance accountability frameworks.• Consolidated 25+ fragmented service metrics into a unified global performance model, enabling leadership to measure retention, fulfillment quality, and long-term member value.• Sustained 80%+ first-contact resolution across global operations by redesigning measurement frameworks and implementing performance calibration standards.• Led early-stage implementation of Speech & Text Analytics (Genesys), establishing calibration thresholds and translating voice-of-customer signals into operational governance controls and executive reporting insights.• Integrated analytics outputs with operational workflows to enable near-real-time detection of dissatisfaction risk and service breakdown patterns across global regions.• Redesigned performance incentive structures to shift operational focus from short-term metric optimization toward long-term lifecycle retention and service accountability.• Partner with senior leadership to translate service performance insights into operational strategy and enterprise service improvement initiatives.Tools & Systems: Tableau | Salesforce | Genesys Speech & Text Analytics | KPI Governance | Performance Architecture | Incentive Design | Lifecycle Optimization
EDUCATION
Pace University - Lubin School of Business
BBA, Business Management
Borough of Manhattan Community College
Associate of Science - AS, Science for Health Professions
SKILLS
ABOUT KEIONNA CRAY
I design and operationalize performance systems that drive measurable business outcomes across global operations.My work centers on KPI architecture, cross-functional governance, and lifecycle optimization—translating fragmented metrics into structured frameworks that improve retention, efficiency, and accountability at scale.Selected impact includes:• Consolidated 25+ disconnected metrics into a unified performance framework adopted across enterprise accounts• Realigned incentive structures to prioritize long-term member value over short-term optimization• Led early-stage implementation of speech analytics infrastructure to convert voice-of-customer data into operational risk and governance insights• Sustained 80%+ first-contact resolution within a global service ecosystem through performance calibration and metric redesignI am particularly interested in business and strategic operations roles where ownership, performance accountability, and scalable systems design intersect.
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