Svetlana Pukshansky joined Gallagher Bassett in January 2019 and currently serves as senior vice president, Client Experience and Operations. In this role, she leads enterprise-wide client experience initiatives and drives excellence across all client touchpoints — from sales and implementation to onboarding and renewal. She oversees the Global CRM strategy, implementation, executive reporting, and cross-functional process improvements that ensure clients are positioned for success throughout their journey.
Since joining Gallagher Bassett, Svetlana has made a profound and lasting impact on the business. Initially brought on to lead the Salesforce team, she quickly expanded her scope to include the management reporting team and client experience. Under her visionary leadership, Gallagher Bassett has become a benchmark within Gallagher for leveraging Salesforce as a strategic business management tool.
Svetlana has played a pivotal role in shaping and executing key initiatives across Gallagher Bassett globally. Most recently, she has championed several transformative client experience programs, including developing the client health score and a completely overhauling the client feedback loop. Her relentless pursuit of excellence and passion for continuous improvement have elevated both internal operations and client satisfaction.
Prior to Gallagher Bassett, Svetlana held senior leadership roles at Jones Lang LaSalle (JLL), where she led large-scale digital and data transformation efforts. Her work included Salesforce strategy and deployment, master data management, and the establishment of JLL's Center of Excellence operations.
Svetlana holds a bachelor's degree in economics and mathematics from Lake Forest College.