BB Cline-Thomas, CCXP

Experience

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  Technical Assistance Research Programs (TARP)

  Jan 1995 - Jan 1997

  RESEARCH ANALYST

  − Managed survey design on key projects, and oversaw staff in processing and analyzing survey data on all assigned projects, at this leading market research and consulting firm− Performed intensive analysis on survey data and devised recommendations to measurably improve the relationship between our clients and theirs− Select clients: Eli Lilly, Graybar, Western Digital, L.L. Bean, New Holland, etc.− Key accomplishments:o Conducted over 25 successful studies in under two years, encompassing domestic and international engagements Show less

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  Leadership 21

  Jan 1997 - Jan 2009

  RESEARCH PROJECT MANAGER

  − Served as project lead, managing all aspects from proposal design and pricing to research analysis and reporting, at this boutique market research and consulting firm focused on customer relations between Fortune 500 companies and their clients− Conducted C-level interviews at client organizations to help unearth core issues and understand organizational structure− Performed ROI analysis, mining data to identify issues causing negative impact and presented recommendations to clients− Tracked customer satisfaction to measure effectiveness of implemented solutions− Managed all staff and vendors connected to survey implementation − Select clients: Johnson & Johnson, Unibanco (Brazil), Becton Dickinson, Quebecor, Boeing, AstraZeneca, Brazil Telecom, etc. − Key accomplishments:o Identified critical customer issues and provided strategic solutions that had potential 5%-20% revenue impact Show less

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  Verint-Systems

  Jan 2010 - Jan 2017

  − Lead global VoC program software implementation projects− Served as in-house subject matter expert on research design, data analysis insights, data mining, success metrics, and program/survey design best practices− Managed all aspects of project design and deployment for implementations of up to $500K− Select clients: Oracle, CenturyLink, Unilever, Robert Half International, Caterpillar, Ipsos, MetLife, PWC, So Cal Edison, Starbucks, Verizon and United Airlines− Key accomplishments:o Drive business development, contributing significantly to record deal growth (up to 500% in 12 months)o Chosen to step in as interim Professional Services Team Lead, overseeing revenue forecasting, business development, vendor management, resource allocation and client escalationso Assessed and developed a successful program for a billion-dollar telecommunications services provider that reduced customer churn by 50% and delivered process improvements such as a 400% reduction in install times and an 80% revenue savings rate through reduced cancellations o Performed advanced statistical analysis on a major relationship study for a global leader in database applications that produced insights into trends in customer satisfaction metrics, earning recognition for thought leadership from the client: ”Your statistical expertise and knowledge of our data helped bring additional credibility… overall you helped move the ball forward as a key influencer…”o Managed a three-year internal services measurement study for a major global CPG company that was integral to revealing insights into how well services were delivered to employees, which bore a direct impact on employee satisfaction; also co-led the revamp and launch (in 19 languages) of a major hiring surveyo Hand-picked by the VP of Professional Services as the lead for managing all P&L-related itemso Routinely requested by clients to serve as lead or team member on multiple projects Show less

  • Practice Leader, Customer Experience (CX) Professional Services

    Jan 2015 - Jan 2017

  • PRINCIPAL CONSULTANT, VOC ANALYTICS

    Jan 2014 - Jan 2015

  • SENIOR MANAGER, VOC ANALYTICS

    Jan 2010 - Jan 2014
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  Freddie Mac

  Nov 2018 - now

  Project Manager, Customer Experience Delivery Office

  Key Responsibilities: Manage the planning and execution of strategic CX-focused initiatives Delivery of monthly business performance report that is shared with Division SVP and Enterprise EVP Provide CX subject matter expertise and consultation to program leadership Assist PMO Director in design and creation of a process to identify and validate success metrics of CX-impacting initiatives

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  Technology Ventures

  Nov 2018 - now

  Project Manager

  Currently in a fantastic contract engagement as a Project Manager on the Customer Experience team at a Fortune 50 company in McLean, VA.