Gartner Expert

Ms. Alvord has over 33 years of experience with Customer Service strategy and operations, Customer Experience (CX), and Voice of the Customer (VoC), coupled with a strong passion to help others to succeed.

During her almost 3 years as Director of CX for Customer Service at Lenovo, she identified enterprise and country-specific drivers of CX and service delivery needs within the global operations, along with employee engagement and customer-centric culture continuous improvement opportunities. The focus areas were CX Transformation, Voice of the Customer, CX and operational metrics, process optimization, employee rewards and recognition, performance management, vendor management, employee engagement, culture transformation and quality management.

During her 18 years with EDS/HP/HPE, she was a part of the BPO/Services outsourcing business, gaining tremendous experience with outsourced operations for clients in all industries around the world. In addition to working with sites to optimize service delivery and providing thought leadership to the clients regarding CX, VoC and operations, for 10 years, she conducted service delivery and CX optimization consulting engagements with clients in all industries around the world who had both outsourced and in-house operations. Areas of focus included contact center operations optimization, CX transformation, process optimization, quality management, performance management, outsourcing/vendor management, employee engagement, coaching, training, rewards and recognition, KPIs/measurement.

During her over 7 years at American Airlines, she gained extensive contact center customer service and service delivery knowledge, along with contact center operational optimization experience. Areas of focus included CX, performance management, operational efficiency, training, coaching, quality management, employee recognition programs, employee rewards and recognition.

American Airlines, Supervisor Reservations/Customer Care, 7 years

EDS/Hewlett-Packard(HP)/Hewlett-Packard Enterprise, CX/Service Delivery/Process Consultant-Outsourced/In-house Contact Ctr Services, 18 years

Lenovo, Director of Customer Experience (CX) - Worldwide Services, 3 years