Francesca York
About Francesca York
Francesca York is a Customer Experience Manager at CenterPoint Energy, where she has worked since 2012. She focuses on improving customer satisfaction through cross-functional teamwork and the integration of customer feedback into business processes.
Work at CenterPoint Energy
Francesca York has been serving as the Customer Experience Manager at CenterPoint Energy since 2012. In this role, she has developed a cross-functional team approach aimed at improving customer satisfaction metrics. She oversees the integration of customer feedback into business processes to enhance service delivery. Prior to her current position, she worked as a Customer Service Supervisor at CenterPoint Energy from 2006 to 2012, where she gained valuable experience in customer service operations.
Education and Expertise
Francesca York holds a Doctor of Chiropractic degree from Texas Chiropractic College. She also earned a Bachelor's degree in Biology/Biological Sciences from Tennessee State University. Her educational background provides her with a strong foundation in both healthcare and scientific principles, which she applies to her work in customer experience management.
Customer Engagement Strategies
In her role as Customer Experience Manager, Francesca York implemented a customer engagement strategy that significantly increased customer retention rates. She collaborates with the IT department to streamline customer interaction tracking systems, ensuring that customer feedback is effectively captured and utilized to improve service delivery.
Workshops and Employee Training
Francesca York facilitates workshops for employees to align customer service practices with company values. These workshops are designed to enhance the overall customer experience by ensuring that all team members understand and adhere to the standards set by the organization.