Tara Samis

Background

About Tara Samis

I am an experienced Senior Director of Customer Experience (CX) with a demonstrated history of working in the computer software industry. I am skilled in Customer Experience strategy and design, Customer Relationship Management (CRM), Project & Program Management (Lean Six Sigma Black Belt), IT Strategy, Professional Services, and Management. During my tenure at CA Technologies: I increased employee CX engagement through the use of CX Huddles; identified key customer journeys for improvement; helped to significantly raise CA's Net Promoter Score; and designed and delivered training and workshops. I did many of these things using Six Sigma Black Belt methodology. I am a strong CX and support professional with over 25 years of experience in the computer software industry. I used customer feedback from CA's Net Promoter Score (NPS) surveys to create and deliver workshops for cross-functional teams within CA. The NPS data (customer quotes, Support satisfaction product quality scores ) identified focus areas in need of improvement for these workshops. Workshop results included: defining CA's new digital customer experience; improving the customer onboarding experience; defining customer playbooks to create global consistency; website creation; and many more. Many customer facing processes were improved using this methodology within CA, resulting in improving CA's NPS score by 46 points during a period of 5 years. Specialties: Customer Experience (CX), Project & Program Management, Lean Six Sigma Black Belt, workshop design & delivery, journey management, process maps, Microsoft Office Suite, Microsoft Project, Touchpoint Dashboard (journey management software)