Sara Chelena, Class of 2020
Job Title: Voice of the Customer Specialist
Employer: National General Insurance, an Allstate Company
Current Role:
Identifies customer experience trends through call center transcriptions; chat, review, and social media data
Tracks customer journey topics and KPIs in Clarabridge dashboards
Collaborates with Sales, Claims, Retail, and Service teams to alleviate customer pain points and improve efficiencies across business lines
"The MSADA program helped me develop the skills needed to identify and present data driven recommendations that guide business decisions." - Sara Chelena