Moira Bullard

About Moira Bullard

I’m a Senior Manager with 12+ years of experience designing enterprise-scale customer experience and service strategies in complex, highly regulated environments.My work sits at the intersection of CX strategy, business transformation, and AI-enabled service design—with a focus on turning fragmented customer operations into cohesive operating models that reduce cost-to-serve, improve resolution, and strengthen customer trust.In my current role, I’ve led a multi-year Case Management strategy that integrates universal ticketing, case ownership models, and proactive, predictive experiences into a single enterprise vision. This work has delivered significant cost savings, reduced repeat contacts, and improved frontline effectiveness by aligning technology, process, and behavior—not just deploying tools.I’m most energized by work that requires translating complex systems into clear strategic roadmaps, partnering across Product, Technology, and Operations, and designing scalable solutions that balance customer experience with business outcomes.I’m not customer-facing and don’t specialize in day-to-day frontline operations. Instead, I focus on strategy, planning, and transformation, with execution oversight to ensure ideas actually land.

Experience

1. Senior Manager, Vcg Business Development & Strategy

   Verizon

   Feb 2022 — Present

   Led a multi-year enterprise Case Management strategy, serving as the umbrella vision for universal ticketing, case ownership models, and AI-enabled proactive experiences across customer operations.• Designed and scaled Universal Ticketing, consolidating seven legacy platforms into a single ecosystem, reducing ticket volume by 20% and average handle time by 120 seconds, delivering $16M in five-year NPV.• Launched the Case Champion Team (CCT) and redesigned sales and service journeys, improving customer commitment adherence from 40% to 95% and driving resolution rates approaching 90%.

Education

• Strayer University

  Master of Business Administration - MBA, Business Administration with Concentration in Marketing

  2016 — 2020

• Central Piedmont Community College

  Diploma, Post-Baccalaureate Diploma in Paralegal Technology

  2012 — 2014

• Warren Wilson College

  BA, Political Science and History

  2006 — 2010

Skills

• Project Management
• Persuasion
• Customer Service
• Mobile Devices
• Office Administration
• Communication
• Customer Satisfaction
• Training
• Editing
• Microsoft Word
• Problem Solving
• Internet of Things
• Priority Management
• Javascript
• Social Networking
• Team Leadership
• Organizational Effectiveness
• Social Media
• Lexisnexis
• Delegation
• Event Planning
• Telecommunications
• Microsoft Office
• Sales
• Environmental Awareness
• Troubleshooting
• Organization
• Collaborative Leadership
• Leadership
• Westlaw
• Decision-Making
• Powerpoint
• Microsoft Excel
• Logistic Support
• Mobile Technology
• Research
• Customer Relationship Management (Crm)
• Public Speaking
• Teamwork
• Presentation Skills