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Kara Kalivoda
Senior Director of Customer Satisfaction & Experience at Media.Monks
Professional Background
Kara R. Kalivoda is a well-rounded and passionate leader in the field of Customer Success with a strong background in orchestrating business strategy and operational excellence for Fortune 500 organizations. With an impressive career spanning multiple high-profile positions, she has a proven track record of implementing transformative Customer Experience (CX) strategies that enhance customer engagement and retention. As a Senior Director of Customer Satisfaction & Experience at Media.Monks, formerly with Firewood, Kara utilizes her expertise to innovate and execute effective customer strategies that benefit both the organization and its clients.
Kara's career journey is highlighted by her role as the Head of Global Voice of the Customer at Verizon, where she spearheaded the VOC 2.0 transformation initiative. This strategic overhaul modernized the existing Voice of the Customer program and digital platform, integrating essential components such as data architecture, customer journey mapping, survey design, reporting, dashboards, text analytics, and closed-loop feedback. Under Kara's leadership, the initiative enabled the enterprise to scale its operations, delivering tangible business benefits that significantly improved customer satisfaction.
Education and Achievements
Kara holds a Bachelor's degree in Communication and Management with a concentration in Advertising from Purdue University, which laid the foundation for her career in customer engagement and marketing strategies. Her academic background combined with extensive professional experience equips her to lead transformative initiatives in the dynamic landscape of customer experience management.
Throughout her career, Kara has worked across various levels of marketing and customer experience management, from her role as Business Sales Manager at Verizon Communications to her position as Associate Director of Growth Marketing at Verizon Business. Her diverse experiences have enabled her to cultivate a deep understanding of customer needs, allowing her to provide senior consulting services to executives and internal teams on daily customer insights, analytics, and trends. Her ability to effectively communicate complex ideas has solidified her reputation as a trusted advisor among executive leaders looking to bolster customer engagement practices.
Notable Achievements
Kara's achievements speak volumes about her capabilities as an innovative problem solver and effective team player. She has been recognized for her award-winning dedication to improving customer experiences. She's known for her positive attitude and strong interpersonal skills, which allow her to foster strong relationships with both internal stakeholders and external partners.
Kara is skilled in crafting and executing comprehensive business planning processes while developing strategies to tackle future challenges. Her focus on delivering revenue growth, improving collaboration, and enhancing internal processes has been instrumental in the several organizations she's been a part of. Her ability to devise creative solutions to complex problems further underscores her operational excellence and commitment to customer success.
Beyond her professional life, Kara is an advocate for the Syrian refugee community and has a passion for meaningful initiatives that support social causes. In her leisure time, she enjoys spending time with her 10-year-old foxhound, diving with Great white sharks, riding her Peloton, and embarking on global travels that expose her to new faces, cultures, foods, and adventures. Kara brings the same sense of adventure and curiosity to her professional endeavors, continually seeking ways to innovate and enhance customer experiences within the organizations she serves.
