Kyra Orr

Sr. Manager, Self-Service Automation
Los Angeles, California, United States

Professional Overview

Kyra Orr is a seasoned customer experience (CX) professional with over a decade of experience driving process improvements and implementing self-service automation solutions. As the Sr. Manager of Self-Service Automation at Guthy|Renker, she leverages her deep expertise in CX strategy, digital transformation, and operational optimization to enhance the company's customer-facing processes and elevate the overall client experience.

Experience Summary

Current Role

As the Sr. Manager of Self-Service Automation at Guthy|Renker, Kyra is responsible for leading the development and implementation of automated solutions that streamline customer service and support operations. She collaborates cross-functionally to assess current workflows, identify pain points, and design innovative self-service capabilities that empower customers to resolve issues independently. Kyra's strategic approach has resulted in a 25% increase in first-contact resolution and a 15% reduction in call volume, significantly improving operational efficiency and customer satisfaction.

Career Progression

Prior to her current role, Kyra held various CX leadership positions at GOAT Group, where she spearheaded process optimization initiatives and implemented data-driven strategies to enhance the customer journey. As the CX Manager, Process & Strategy, she led a team of CX specialists in developing and executing process improvements that resulted in a 30% reduction in average customer response time. Kyra's extensive experience in the CX domain, combined with her aptitude for driving digital transformation, has positioned her as a trusted advisor and champion of customer-centric innovation.

Academic Background

Kyra holds a Bachelor of Arts in Communication Studies from Hollins University, where she graduated with honors. Her academic focus on organizational communication and customer service principles has been instrumental in shaping her strategic approach to CX management.

Areas of Expertise

• Customer experience strategy and optimization

• Self-service automation and digital transformation

• Process improvement and operational efficiency

• Cross-functional collaboration and stakeholder management

• Data analysis and performance measurement

Professional Impact

Kyra's leadership and innovation have had a significant impact on the organizations she has served. At GOAT Group, she spearheaded the implementation of a new customer feedback system, which enabled the company to gather and analyze real-time insights, resulting in a 20% improvement in customer satisfaction scores. Additionally, Kyra's expertise in designing and deploying self-service tools has earned her recognition as a subject matter expert within the CX community.

Conclusion

With her impressive track record of driving customer-centric innovation and her deep understanding of the evolving CX landscape, Kyra Orr is poised to continue making a lasting impact in her role as Sr. Manager of Self-Service Automation at Guthy|Renker. Her strategic vision, technical expertise, and collaborative approach position her as a valuable asset in the quest to deliver exceptional customer experiences.