Patricia Smith
About Patricia Smith
Patricia Smith serves as the Vice President of Customer Care & Experience at Purpose Financial, where she focuses on enhancing customer satisfaction through innovative strategies and cross-functional collaboration. She holds a BA in Business Management from Northwood University and an MBA from Baker College Center for Graduate Studies.
Work at Purpose Finance
Patricia Smith serves as the Vice President of Customer Care & Experience at Purpose Financial. She has held this position since 2015, contributing to the organization for nine years. In her role, she leads a centralized contact center and collaborates with senior and executive leadership to align customer care strategies with the overall organizational goals. Her focus on enhancing customer experience is evident in her efforts to challenge the status quo and drive customer experience-focused disciplines within the company.
Education and Expertise
Patricia Smith earned a Bachelor of Arts in Business Management from Northwood University, where she studied from 2000 to 2003. She furthered her education by obtaining a Master of Business Administration (MBA) from Baker College Center for Graduate Studies, completing her studies from 2004 to 2006. Her academic background provides her with a solid foundation in business management principles, which she applies in her current role to advocate for customer experience.
Background
Patricia Smith has a strong background in customer care and experience management. She has developed success criteria and customer journey mapping techniques to optimize user experience in customer support. Her experience includes implementing a digital customer service strategy that integrates both storefront and digital touchpoints, aimed at enhancing overall customer satisfaction. This strategic approach reflects her commitment to improving customer interactions across various platforms.
Achievements
In her role at Purpose Financial, Patricia Smith has successfully led initiatives to improve customer experience. She advocates for customer experience by challenging existing practices and promoting customer experience-focused disciplines. Her leadership in developing success criteria and customer journey mapping has played a significant role in optimizing user experience within customer support. Additionally, her implementation of a digital customer service strategy has contributed to enhanced customer satisfaction.