Prior to founding Crucible CX Advisors, Jeremy was Sr. Director of Customer Experience, Innovation and Strategy at Logix Fiber Networks. Tasked with developing and launching their Customer Experience program which was extremely successful and improved their NPS by at least 40 points. Within his tenure at Logix Jeremy was also tasked with managing all existing Marketing personnel and assets as well as leading and managing the Network Operations Center (NOC), driving them to new customer support standards, metrics and accountability.
Jeremy has over 20 years of leadership experience within Telecommunication, developing and leading best-in-class support teams within Service Assurance, Service Delivery and Customer Experience landscapes. Jeremy has built scalable infrastructure that delivered immediate and long-term results within both Fortune 500 and Fortune 100 companies. His experience also includes network operations, procedural and system integration, strategic planning, program development and implementation, process optimization, employee mentorship and strategic team hiring and development. Jeremy has a proven track record of turning around under-performing operations, leading teams through change and establishing and maintaining operational quality. His experience has driven him to be a customer-focused, decisive and results-oriented leader with strong analytical and team building skills. Jeremy has a proven record of accomplishment in transforming organizations and creating operational excellence while providing premium service to customers throughout their journey. He brings a wealth of experience across many aspects of telecommunications and Customer Experience and always promotes a collaborative, creative thinking, positive, accountable, versatile and most of all customer-centric work environment.
Article of Jeremy launching key program (Logix Listens) to Logix's CX success [HERE]