The Financial Services industry, as most others, is undergoing unprecedented change, which is consumer-driven and requires significant uplift in service and operational agility. Transformational leaders are required to enable the strategic priorities, specifically customer centricity and digital innovation.
Becky Ploeger is thrilled to be joining USAA as the Vice President of Sales & Service Strategy. Prior to joining USAA, Becky has been the VP of Contact Centers for PetSmart, Express Scripts and Kohl’s where she led numerous global centers delivering world-class customer care.
She is a passionate thought leader, providing strategic execution of organization-wide initiatives that enhance productivity, quality, digitally-enabled and differentiated customer service, technology and bottom-line financial performance. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building and project management has led to millions of dollars in revenue generation and expense reduction.
She currently serves as Chairperson of the Board for IQPC Customer Contact Week 2016, 2017 and 2018.
She has recently relocated to the Phoenix, AZ area with her husband and four children, and holds a BBA in Information Systems and Management from the University of Cincinnati.