Kristin Glenfeldt

• Led a multicultural, cross-functional organization of 200+ employees delivering data, security, voice & managed services projects to enterprise, wholesale, indirect and hyperscaler customers
• Redefined success metrics to balance productivity KPIs with customer outcomes
• Developed and executed strategies to enhance operational processes and drive efficiency
• Empowered teams by promoting problem-solving and root-cause analysis for continuous improvement
• Directed organizational transformation through strategic restructuring and pilot initiatives
• Strengthened cross-functional communication through regular standups, accelerating workflows to support customer journey
• Analyzed AI platform options to support performance opportunities
• Held frequent one-on-one sessions with staff to align on priorities and share feedback

Key Accomplishments:

• Increased transactional NPS score 14 points 2024-2025
• Reduced delivery time by 13% in 2024 and 25% in 2025 supporting "ease of doing business"
• Regionalized organizational structure for efficiency & scale, with significant Opex savings
• Captured significant revenue recovery through contract and service audits
• Reduced Capex & Opex costs through outlier reviews and applying corrective actions

• Developed content and programs to drive positive customer experience through customer success planning and engagement for regional and international customers in wholesale, indirect, global accounts & hyperscaler channels
• Executed segmented strategies to safeguard and enhance revenue growth initiatives.
• Partnered with Sales to secure upselling and contract renewal opportunities.
• Built strategic relationships with senior-level customers to foster collaboration.
• Analyzed NPS data and customer feedback to pinpoint experience gaps, implementing targeted improvements.
• Coordinated with cross-functional teams to assess and enhance customer experience throughout the journey.
• Worked alongside senior leadership on company objectives, actively participating in both merger and separation implementations.
• Managed international work team KPIs, reporting results to the senior leadership team.

Key Accomplishments:

• Met wholesale & hyperscaler channels NPS & churn targets 2023
• Led and completed major customer transfer initiative in 2023
• Served on the corporate Culture Committee to transform Cirion culture 2023-24

• Built international CS team for new Global Partners Program for strategic wholesale accounts
• Developed, presented and facilitated onboarding for over 30 partners in the Americas, Asia, and Europe
• Established internal interface agreements across all key cross- functional teams for new program