John Floyd

Experience

• 

  United Airlines

  Mar 2000 - Jun 2009

  Flight Attendant
• 

  Volkswagen Financial Services | U.S.

  Jun 2009 - now

  The position will be part of the Customer Experience Innovation and Technology team that works to support all aspects of the contact center including telephony, workforce management, outbound and predictive campaigns, Omni channel management, Customer Experience processes and related data. The role will have a primary ownership focus and work to manage business requirements sessions, Agile story development, documentation, approvals, prioritization, testing and post deployment support and monitoring. This role will play a lead role in shaping process, building relationships between teams and championing customer-centered process and solutions within the organization. Show less • Represent the Customer Care/Remarketing group in requirement sessions to confirm business objectives are supported in the digitalization efforts• Assist in the design of training, supporting documentation and communicating process changes to business users • Lead the prioritization, testing and implementation of identified Consumer Internet enhancements • Lead efforts to scope, test, train and implement the ability for Consumer Internet users to upload documents via their local desktop or smartphone Show less

  • CE Insights & Transformation Product Manager - Communications

    Nov 2022 - now

  • Customer Experience Innovation & Technology Product Lead - Voice Optimization

    Mar 2019 - now

  • Digitalization Consultant

    Jan 2017 - Mar 2019

  • Customer Care Supervisor

    Jun 2009 - Jan 2017