Simone Silva
MessageRoles available for:
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Fractional
-
Consulting
-
Contract
-
Interim
-
Stevensville, Michigan, United States
Simone Silva
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Roles available for:
-
Fractional
-
Consulting
-
Contract
-
Interim
-
Stevensville, Michigan, United States
Experience
- Head of Consumer Services (CX, Customer Success, Service Operations), Sr Director
- Field Service Operations, Director
- Global Quality Director
- Founder & Principal
Strengths in this role: Strategy Development, Business Acumen, Critical Thinking, Problem Solving, Operations Management, Customer Experience, CRM, Coaching, People Development
Industry Group: Consumer Goods
Industry: Consumer Electronics
Years of experience: 16 years
Company name: Whirlpool Corporation
Company size: 70,000 employees
Role in this company: P&L owner and Whirlpool’s overall CX functional leader for 2,000 employees with accountability for driving improvements in B2B and B2C Customer Operations and for leading a Field Service Network of 3,000+ independent partners for appliance repair, delivery and installation (final mile) nationwide and in Canada. Led customer experience strategy, design and execution. Transformed Whirlpool’s consumer services through the expansion of the menu of services and the shift to an omnichannel experience.
Strengths in this role: Operations Management, Budgeting, People Leadership, Problem Solving, Service Design
Industry Group: Consumer Goods
Industry: Consumer Electronics
Years of experience: 16 years
Company name: Whirlpool Corporation
Company size: 70,000 employees
Role in this company: Led the strategy to insource and regain ownership of customer experience in Field Service and Final Mile providing a branded experience during delivery, installation and repair for the D2C and B2B2C business. New Business Development to provide Service and Claims Management for Extended Warranty administrators, incremental US$30M P&L.
Strengths in this role: Quality Management Systems, Product Development, Problem Solving, Diverse Leadership, Lean/ Six-Sigma, Process Engineering, People Leadership, Recruiting, Auditing.
Industry Group: Consumer Goods
Industry: Consumer Electronics
Years of experience: 16 years
Company name: Whirlpool Corporation
Company size: 70,000 employees
Role in this company: Led transformation of Whirlpool’s quality systems and their extension to manufacturing plants and suppliers globally. Converted purchase agreements with a Zero Defect term for supplier accountability covering 1B Spend Launched Whirlpool's first Supplier Quality Team in Asia, supporting all regional subsidiaries.
Strengths in this role:
Industry Group: Service Sector
Industry: Consumer Services
Years of experience: 15 years
Company name: Experience Tales Consulting
Company size: 1 employee
Role in this company: I help clients develop strategies for differentiation and value creation through Service and CX Excellence. Engagements include: ● Development of the GTM Strategy for D2C sales in the appliances and plumbing industry. ● Consulting on innovation and experience design for the after-sales parts market in the US. ● Identification of opportunities to optimize customer service through automation, experience re-design and AI enhancement. ● Strategic guidance for designing Field Service Network
