Wanda Cartrette

VP, Customer Experience & Learning

Professional Overview
Wanda Cartrette is an accomplished customer experience and learning professional with over 30 years of experience in the furniture and appliance industry. As the Vice President of Customer Experience & Learning at Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley HomeStore, she is responsible for driving customer-centric strategies, implementing seamless learning programs, and fostering a culture of continuous improvement.

Experience Summary

Current Role
In her current role as VP of Customer Experience & Learning, Wanda oversees the development and execution of comprehensive customer experience initiatives, ensuring that the company's products and services exceed client expectations. She leads a team of experienced professionals in designing and deploying innovative learning solutions that empower employees to deliver exceptional customer service. Under her leadership, the company has achieved significant improvements in customer satisfaction and employee engagement.

Career Progression
Prior to her current position, Wanda served as the Director of Continuous Improvement & Learning at Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley HomeStore, where she spearheaded the implementation of Lean Six Sigma methodologies and drove the adoption of a corporate idea network. She also held the role of Director of Continuous Improvement & Learning at Ashley Furniture Industries, where she was responsible for advancing the company's commitment to operational excellence and organizational learning.

Wanda's career with Ashley Furniture Industries spans over 30 years, during which she has held various leadership positions, including Advanced Technology Maker Center Senior Manager and Lean Six Sigma Manager & Corporate Idea Network Manager, contributing to the company's growth and operational efficiency.

Academic Background
Wanda holds a Bachelor's degree in Business Administration from the University of Wisconsin-Stevens Point, where she graduated with distinction.

Areas of Expertise

• Customer experience strategy and implementation

• Learning and development program design and delivery

• Lean Six Sigma methodologies and continuous improvement

• Organizational change management

• Collaborative leadership and team building

Professional Impact
Under Wanda's leadership, the company has achieved significant improvements in customer satisfaction, with a 15% increase in Net Promoter Score over the past two years. She has also spearheaded the implementation of a highly effective corporate idea network, which has generated over 10,000 employee-driven innovations, contributing to increased operational efficiency and cost savings.

Conclusion
Wanda Cartrette is a seasoned professional with a proven track record of driving customer-centric strategies and fostering a culture of continuous learning and improvement. Her expertise, coupled with her collaborative leadership style, makes her a valuable asset to the Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley HomeStore team as they strive to deliver exceptional customer experiences and maintain their industry-leading position.