Charlotte Walden
Manager of Continuous Improvement, Service Quality
Professional Overview
Charlotte Walden is an experienced operations and customer service professional with a proven track record of driving continuous improvement and enhancing service quality. As the Manager of Continuous Improvement, Service Quality at TD Auto Finance, she leverages her expertise in process optimization, data analysis, and cross-functional collaboration to elevate the customer experience.
Experience Summary
Current Role
As the Manager of Continuous Improvement, Service Quality at TD Auto Finance, Charlotte is responsible for leading strategic initiatives to streamline operations, enhance service delivery, and foster a culture of continuous improvement. In this role, she has successfully implemented process automation solutions, optimized resource allocation, and spearheaded the development of data-driven performance metrics to measure and improve service quality. Her ability to analyze complex data, identify root causes, and implement targeted interventions has contributed to significant improvements in customer satisfaction and operational efficiency.
Career Progression
Prior to her current role, Charlotte held various leadership positions within the automotive finance industry. As a Project Manager at TD Auto Finance, she led cross-functional teams in delivering technology-driven process improvements and collaborative projects. As a Dealer Services Manager, she played a pivotal role in strengthening client relationships and driving revenue growth through strategic sales initiatives. Earlier in her career, Charlotte served as a National Retail Credit Coach and Analyst at Chrysler Financial, where she honed her expertise in credit risk management and customer-centric service delivery.
Academic Background
Charlotte holds a Bachelor's degree in Business Administration from the University of Michigan, where she graduated with honors. Her academic focus on operations management and marketing has provided a strong foundation for her successful career in the financial services industry.
Areas of Expertise
- Continuous Improvement Methodologies (Lean, Six Sigma)
- Process Optimization and Automation
- Data Analysis and Performance Measurement
- Customer Experience Enhancement
- Cross-Functional Collaboration and Change Management
- Talent Development and Team Leadership
Professional Impact
Throughout her career, Charlotte has made significant contributions to the organizations she has served. Her ability to identify and implement process improvements has consistently delivered measurable results, including a 25% reduction in customer service response times and a 15% increase in first-call resolution rates at TD Auto Finance. Charlotte's strategic thinking, data-driven decision-making, and commitment to excellence have earned her recognition as a trusted leader and a valuable asset to her team and the broader organization.
Conclusion
With her extensive experience in the automotive finance industry and her expertise in continuous improvement, Charlotte Walden is well-positioned to continue driving innovation, enhancing service quality, and contributing to the long-term success of TD Auto Finance. Her dedication to process excellence and customer-centric service delivery make her a valuable addition to any organization seeking to optimize operations and elevate the customer experience.
