Global Customer Experience Leader Wells Fargo Commercial Distribution Finance (CDF)
Shelli is the Global Customer Experience Leader for Wells Fargo Commercial Distribution Finance (CDF). In her role, Shelli and her team are responsible for driving a best-in-class and continually improving customer experience (CX) program for more than 30,000 dealers, distributors and manufacturers globally. Primary responsibilities include: management, strategy and analysis for a robust global Voice of Customer (VoC) survey and complaints program; VoC through team members/employees; Customer facing process improvements & project/program management; overall measurement of CDF’s CX including both VoC and operational metrics; CDF’s customer-facing technology strategy and roadmap; cross-functional customer communications and content; digital engagements including social media and external website; and CDFconnectTM (CDF’s customer commitment program that provides training, insights, experts and tools to deliver significant value beyond financing to help customers be more efficient and drive both top and bottom line growth). Shelli is also the Executive Champion for CDF’s Team Member/Employee Recognition program and team member engagement and training strategy. Prior to joining Wells Fargo, Shelli spent 9 years with GE Capital holding numerous roles across Sales, Marketing, Risk Management, Credit and Project Management. Most recently, Shelli was the Global Sales Director in Hong Kong where she launched and scaled a new cross-border lending and leasing business which connected multi-national companies with financing outside of their home region. Shelli is certified as a Project Management Professional (PMP)® by the Project Management Institute (PMI), is Six Sigma Black Belt certified and has facilitated over 20 board meetings, strategy sessions and workouts – both large and small over her career. Shelli holds a Bachelor’s Degree from SUNY (State University of New York) Brockport and an MBA in Finance from The Simon School of Business in Rochester, New York.
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