Kim Willis Gordon MBA

Accountable for delivering actionable, high-impact voice of customer research insights to business partners, driving improvements to the customer and agent experience while leading a global team of internal and outsourced Quality Assurance Specialists who conduct end-to-end assessments of all agent/customer interactions globally across a variety of contact channels with the goal of elevating, improving and humanizing the customer experience.

Star Gas is the nation's largest retail distributor of home heating oil and other home services. Its Petro Holdings subsidiary provides heating oil and propane to 500,000 customers in the US Northeast, Mid-Atlantic and South-Eastern regions. The company sells home heating oil, gasoline, and diesel fuel on a delivery only basis, and provides HVAC and ancillary home services, including home security and plumbing. I am responsible for understanding the customer journey and creating a business unit focused on customer satisfaction, retention and process improvement. Under my leadership and direction I review and analyze the entire customer experience and use that analysis to develop and influence change, consistent policies and training across the organization in an effort to improve customer satisfaction and retention. In this strategic role, I interpret and communicate the Voice of the Customer and drive improvements in the customer experience at all levels. I also establish benchmark KPIs to ensure that we are delivering the best customer experience possible in all areas of the organization – customer service, sales, service, delivery, installation. I oversee program development and implementation of a customer retention/loyalty strategy and administer customer satisfaction surveys & report results.

• Led management consulting engagements within the banking, capital markets and insurance industries by developing fact based business strategies that streamlined processes and improved customer satisfaction. • Facilitated Lean process improvement workshops to understand current state, educate participants on Lean and develop recommendations for solution that will address the root causes for the identified issues.

• Lead corporate wide internal consulting engagements that assist senior business leaders within Mortgage Banking (Loan Originations, Collections, Modifications, etc.), Legal, Consumer and Business Banking and Centralized Transaction Operations with improving their business performance, profitability, and customer satisfaction /loyalty results by leveraging formal continuous improvement methodologies and marketing / customer experience enhancement principles. • Serve as a catalyst for change with proven success with managing relationships and working across several levels of the organization, from front line associates to senior management.

• Directed and identified process improvement and re-engineering initiatives while building and maintaining strong working relationships with credit operations, risk management and finance resulting in $13 MM in reengineering savings in my first year ($3 MM above goal). • Managed large-scale marketing and servicing initiatives focused on reinforcing brand messaging, key benefits, and differentiated value propositions for each target segment of the Platinum and Centurion card products. • Developed and executed a strategic marketing and servicing plan for launching several new co-branded Platinum credit card products with financial institutions. • Led efforts to increase customer satisfaction and net promoter across servicing. Improved customer satisfaction scores which contributed to a JD Powers award for Customer Service. • Managed and developed employees in who worked to improve the quality, efficiency and customer satisfaction of the service center.

• Provided strategic leadership to a $20 billion global consumer packaged goods company implementing a distribution and logistics business software solution (ERP) for several customer service divisions. • Developed cross-functional relationships to manage project and support objectives, application design and project deliverables. • Collaborated with consulting team and client to determine implementation strategy and coordinate resources. Facilitated, prioritized, and communicated functional, technical, and scheduling requirements of projects milestones to technical teams; served as liaison between clients and consulting staff.