Kayla Wager
Senior Director of Customer Experience | Garland, Texas, United States
Professional Overview
Kayla Wager is a seasoned customer experience professional with over a decade of industry experience. As the Senior Director of Customer Experience at Neora, she is responsible for leading a team of dedicated specialists in delivering exceptional service and support to the company's global customer base.
Experience Summary
Current Role
In her current role as the Senior Director of Customer Experience at Neora, Kayla oversees the strategic planning, implementation, and continuous improvement of the company's customer service initiatives. She is responsible for developing and executing innovative solutions to enhance the overall customer journey, drive customer satisfaction, and foster long-term brand loyalty. Kayla's leadership has been instrumental in positioning Neora as a customer-centric organization, consistently exceeding industry benchmarks for customer satisfaction and retention.
Career Progression
Prior to her current role, Kayla held various customer-facing positions within Neora, including Director of Business Solutions, Sales Project Manager, and Senior Manager of Customer Support. Her breadth of experience and deep understanding of the company's operations have enabled her to make significant contributions to the organization's growth and success.
Academic Background
Kayla holds a Bachelor of Science degree in Business Administration from the University of Texas at Dallas, where she graduated with distinction.
Areas of Expertise
- Customer experience strategy and implementation
- Contact center management and optimization
- Omnichannel customer service delivery
- Customer insights and data-driven decision making
- Team building and employee development
- Process improvement and operational efficiency
Professional Impact
Under Kayla's leadership, Neora's customer satisfaction scores have consistently ranked among the highest in the industry, with a Net Promoter Score (NPS) consistently above 80. She has spearheaded numerous initiatives to streamline customer service operations, including the implementation of a robust customer relationship management (CRM) system and the integration of advanced analytics to drive data-driven decision making.
Conclusion
Kayla Wager's extensive experience, strategic vision, and relentless focus on customer success have made her a valuable asset to Neora. As the Senior Director of Customer Experience, she continues to drive innovation and elevate the company's customer-centric approach, positioning Neora as a leader in its industry.
