Jim T. is a seasoned professional with extensive experience in customer service and operations leadership. Currently serving as the Director at Bakkt since August 2022, Jim T. has previously held impactful roles such as Head of Customer Satisfaction and Strategy at Progressive Leasing, where notable achievements included a NPS score of 64 and the implementation of customer service satisfaction surveys. Jim T. also has a strong background in consulting and executive leadership, having served as EVP and Chief Experience Officer at AAA Northern California, Nevada & Utah, where significant improvements in customer satisfaction were realized. Jim T.'s career includes various leadership roles at AAA organizations, leading notable transformations and growth initiatives across multiple states. Educationally, Jim T. holds a Bachelor of Science degree in Economics from Northern Illinois University.
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