Desiree Leung

Background

About Desiree Leung

As a seasoned Customer Experience and Operations leader with over 15 years in the field, my expertise lies in transforming business objectives into actionable strategies to drive customer satisfaction. I excel at designing and implementing solutions that not only enhance the customer experience but also streamline operations, improve efficiency, and reduce costs.My time leading strategic operational planning across three major product lines - Care.com Backup Care, Care Specialist/Researchers, and HomePay - has honed my ability to focus on scalability and a customer-first approach. This led to a significant operational overhaul which resulted in a cost reduction by 25% as well as an impressive 80% improvement in key metrics after implementing structural changes and process improvements.When it comes to team leadership, I've built and mentored high-performance teams that consistently deliver results while fostering a culture of continuous improvement. One of my major strengths is using data-backed decisions to drive performance; I've designed and managed KPIs to ensure our efforts always align with our goals.If you're seeking a leader who can transform your customer experience strategy while optimizing operations, let's connect. I'm excited to explore how my skills can bring value to your team and help achieve your business goals.