Alice Sesay PopeHead of Contact Center Operations and Customer Experience Officer
First Horizon National Corporation
Alice Sesay Pope has spent over 20 years of her career leading multi-million dollar global process improvement and customer experience initiatives in 25 international cities using lean (kaizen) and six-sigma methodologies at Microsoft, Capital One, Johnson & Johnson and Eastman Kodak Company. She is passionate about the customer experience and rallies her teams to exceed customer expectations.
Ms. Sesay Pope recently joined First Horizon National Corporation as the Head of Contact Center Operations and Customer Experience Officer. In her role, she is responsible for the omni-channel customer experience provided by customer service and fulfillment professionals. Alice connects with cross functional teams to influence change that leads to a differentiated customer experience while balancing the associate, customer and shareholder satisfaction. She is known for sharing customer journeys that expedite the change process.
Prior to her current role, Alice was Senior Vice President Customer Advocacy & Deposit Operations Support Hotline at Capital One. Her organization managed contact center escalations, branch support, executive and regulatory complaints for the bank. At Capital One, she launched a motto of “Passion for Excellence -Service from the Heart” that resonated with her entire organization. She transformed the customer advocacy organization to solve complex customer problems in a manner that minimizes customer effort and increases overall satisfaction. Therefore in 2013, her organization won four Stevie Awards in the Customer Service and Sales categories and she was award the Contact Service and Sales Leader of the Year.
Alice holds a MBA from University of North Carolina, Chapel Hill and BS degree in Chemical Engineering from the University of Maryland at College Park.