Tonya Witherell

Background

About Tonya Witherell

Hello LinkedIn Community! I am Tonya Witherell, a customer experience professional with experience leading operational teams and implementing process improvements across customer service functions. I work with organizations to maintain quality standards during system integrations and organizational changes, particularly in biotech and life sciences environments. My background includes building and developing teams, designing training programs, and applying Lean Six Sigma methodologies to optimize workflows. I have experience translating customer feedback and behavioral analytics into process enhancements, collaborating with Sales, IT, and Supply Chain teams to improve operations. I focus on maintaining CSAT and NPS metrics, developing SOPs that standardize practices, and providing insights to leadership that support strategic decision-making and continuous improvement initiatives. Core Competencies & Strengths: • Customer Experience Leadership: Experienced in managing customer service operations, leading teams through change initiatives, and maintaining quality KPIs during organizational transitions. • Process Improvement & Quality Management: Skilled in applying Lean Six Sigma methodologies, conducting process audits, and implementing workflow enhancements that drive operational efficiency. • Team Development & Coaching: Proficient in designing training programs, mentoring employees, and building capabilities across cross-functional teams through structured coaching frameworks. • CRM & Systems Management: Effective at overseeing CRM platforms, coordinating system upgrades with IT teams, and managing order management systems that support customer operations. • Analytics & Strategic Reporting: Experienced in analyzing customer data, mapping customer journeys, and reporting insights to executive leadership that inform retention strategies and process improvements. I work to enhance customer experience through systematic process improvement, team development, and collaborative approaches to operations management in regulated and fast-paced business environments. Technical Proficiencies: Salesforce • NetSuite • Oracle • Microsoft Suite • Power BI • Zendesk • Lean Six Sigma Methodologies