Yula N.
CX Manager @ Accenture Federal Services | Enhancing Customer Satisfaction and Experience with AI
- Role
- Customer Experience Manager at Accenture Federal Services
- Location
- Cincinnati, OH, US
- LinkedIn followers
- 500 followers
About Yula N.
CX Manager with 10+ years of operational leadership, process improvement, and consulting experience in financial services and federal operations. A leader that understands the groundbreaking impact that AI will have now and in the future. Proven success leading multi-channel contact centers, implementing AI-driven CRM solutions, and developing performance dashboards that improve efficiency, compliance, and customer satisfaction. Skilled in workforce optimization, KPI management, and data-driven process improvement using Salesforce, Power BI, and Tableau. Recognized for building high-performing teams and delivering measurable gains in productivity and employee retention
Experience
Customer Experience Manager
Mar 2025 — Present · Washington, DC, US
Spearheaded the implementation of AI technologies specifically tailored to minimize After Call Work (ACW) and enhance productivity. • Developed an AI-led dashboard to streamline customer interactions for agents via Email and Chat communication channels. • Collaborated with teams to ensure seamless integration of AI solutions in customer service processes.
Education
University of Phoenix
Bachelor of Science - BS, Organizational Leadership / Operations Management
2016 — 2021
Conner High School
High School, General Studies
2004 — 2008
Northern Kentucky University
Bachelor’s Degree, Secondary Education and Teaching- Social Studies
2008 — 2011
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