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Valentina Holden

Valentina Holden

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Sr Mgr, CX Measurement (Group Business, Digital Transformation) @ Vodafone Business Customer Experience, Operational Improvement, Digital Transformation & Programme Governance
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Education

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UCLA Anderson School of Management

MBA, Strategy, Marketing, Operations & International 1988-01-01 - 1990-01-01
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Barnard College

BA, Computer Science 1982-09-01 - 1986-06-01

Work Experience

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Vodafone Business

Current

Vodafone Business

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Holden Enterprises Ltd

Current

Holden Enterprises Ltd

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Reson8 Ltd

2023-05-01 - 2023-12-01

Reson8 Ltd

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Self Employed

2022-02-01 - 2023-12-01

Self Employed

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The Access Group

2022-03-01 - 2022-09-01

The Access Group

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Wix

2020-11-01 - 2022-02-01

Wix

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Vodafone

2018-08-01 - 2020-11-01

Vodafone

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Vodafone Business

2017-04-01 - 2018-08-01

Vodafone Business

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Vodafone

2014-01-01 - 2017-03-01

Vodafone

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Arqiva

2003-04-01 - 2013-07-01

Arqiva

Skills

Customer Experience Transformation Customer Experience Strategic Planning Program Management Customer Service Operations Digital Transformation Business Process Improvement Operational Excellence Problem Solving Team Management Strategy Execution Team Leadership Customer Relationship Management (CRM) Large Scale Transformation Agile & Waterfall Methodologies Reduced Costs Business Analysis Root Cause SME Project Delivery

Summary

Customer experience and operations transformation leader with 30 years experience delivering improved operating performance, better customer experiences and commercial growth. Business improvement and change management skills developed after business school with Deloitte & Touche’s healthcare practice in Los Angeles. After three years relocated to Deloitte London to transfer knowledge of the US firm’s methodology for corporate restructuring, rightsizing, integrations and process reengineering. Left consulting in 1994, and subsequently held a broad range of line management and sole contributor roles in the software, internet and telecommunications industries. Past titles include Strategic Planning Director, Business Development Director, (Engineering) Business Development Support Director, Product & Technology Director and Customer Success Director. Vast experience planning and driving complex strategic programmes and leading large, cross-functional transformation teams. Largest line management role was as the Director of a 34-person Product & Technology function for a leading UK managed network provider. Comfortable with strategy planning, annual budgeting and cost centre management. Since 2015, primary focus has been on customer service excellence, customer experience improvement and digital transformation with Vodafone UK, Vodafone Group, Wix.com & The Access Group.

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