About The Author

Cindy Garrett is an innovative, customer-focused operations executive with extensive experience directing large-scale business operations and key strategic initiatives. She is skilled at driving change, developing competitive differentiation, and implementing cost-effective solutions while enhancing customer experience.

Over the course of her career, Cindy has held executive positions in administration, operations, and customer experience. Her professional achievements include leading large business and IT transformation efforts, optimizing customer experience, and developing and executing call center strategy.

Cindy joined West Monroe Partners from CIGNA Healthcare, where she was vice president for national service operations and customer experience. In this role, she directed a 1,300-employee service organization and received recognition for successfully migrating customers to a new core administration system and seamlessly consolidating work from nine centers to six centers.

Previously, she was vice president for national service center operations for Great-West Life and Annuity, which was acquired by CIGNA Healthcare. She managed eight service centers and related home-office departments and led strategic customer care initiatives. She was instrumental in increasing customer satisfaction through the implementation of speech mining technology and a unique coaching model.

Cindy also served in several other management and executive roles related to telecommunications, field operations, and administration for Great-West Life and Annuity during her more than 22 years with the company. Cindy earned a Bachelor of Science degree in Business Administration from Colorado State University and a Masters of Telecommunications degree from the University of Denver. She completed the American Health Insurance Plan’s Executive Leadership Program and earned the distinction of Certified Health Insurance Executive.