~ DIRECTOR OF CUSTOMER EXPERIENCE ~
Strategic Planning, Data Analysis, Process Improvement
Senior Customer Experience leader with 10+ years of diverse and transferable experience in progressively responsible client services roles. Manages people, processes, and projects to boost customer experiences and increase revenue. Define long- and short-term strategies, set best practices standards, and analyze performance to enable teams to provide optimal response to customer issues. Use work, product, and sales data to guide improvements such as reducing overall operating expenses $1M+ while implementing goal-oriented SMART coaching for call center staff. Collaborate with cross-functional teams to make informed decisions and provide best possible outcome for employees, management, and customers.
Team Leadership Key Performance Indicators (KPI) Quality Management
Policies & Procedures Employee Training Analysis & Reporting
Performance Monitoring Relationship Building G-Suite, Excel, BI
Apple, Technical support
Call center, Video
Change Management, VOIP
Director of Customer Experience12/2018 to Current KEYME INC – JERSEY CITY, NJ
Lead and grow the Customer Experience Team.
Coordinate site evaluations, document issues, and escalate to executive teams as needed.
Facilitate change management activities for department and 23 employees.
Define and execute long-term strategies of the department.
Increase productivity 40% by implementing KPIs (adherence, AHT, and personal time) to track non-productive states, measuring agent performance, and creating SMART coaching format that focused on agents setting goals and holding themselves accountable.
Reduced call abandonment rate 30% by working with telephony company to activate auto answer system.
Ensure customer experience exceeded company objectives by establishing quality standards, policies and directives including instant response and interdepartmental collaboration to solve customer facing issues.
Gather data to design and implement KPI's that improve productivity, efficiency and customer satisfaction; Leverage findings to monitor and measure individual and team performance.
Decreased inbound call volume and addressed common customer pain points by adding self-help options and establishing task force to make policy changes; implemented Zendesk and performance dashboard to track volume track and CX performance goals.
Reduce overall operating expenses $1M+ by improving planning and forecasting process, optimizing workforce management, and negotiating current and new vendor contracts.
Manager of Customer Service09/2015 to 12/2018 ALTICE USA – NEWARK, NJ
Guided and supported technical Customer Care representatives and supervisors regarding billing, internet, and VOIP technology issues.
Developed plans and offered insights on new tools and technologies.
Conducted interviews for hiring managers, supervisors, and front-line employees.
Designed training and process improvements to augment productivity and produce immediate results.
Customer Service Supervisor04/2012 to 09/2015 CABLEVISION SYSTEMS CORPORATION – NEWARK, NJ
Created cost saving techniques while boosting customers satisfaction (NPS) by implementing process improvements and cultivating a culture of service excellence.
Improved performance 15% by coaching and developing 100+ employees to achieve and exceed department goals with NPS, VOC rep attributes, 24- and 7-day repeats, internal transfers, schedule adherence, and tools compliance.
Analyzed reports and trends regarding team and call center performance and worked collaboratively with functional groups to influence future change.
Create and implement best practices to improve customer experience; worked with cross functional teams to develop projects to drive call center efficiency and goal achievement.
Coached technical support representatives in troubleshooting internet and LAN technology, computer networking, and MS/Apple operating systems (DHCP, mail servers, routers, RF, VOIP, and video) including following established troubleshooting procedures to identify and resolve complex technical problems.
Handled escalated calls and conflicts.
Improved customer experience, built brand loyalty, and reduced churn using NPS, VOC rep attributes, First Contact Resolution, and other customer-focused metrics and program; built a positive, energetic and empathic team culture.
Provided ongoing coaching and career development opportunities for team members.
Improved processes such as resolving technical software and hardware issues by tracking customer problems via Remedy, managing internal escalations process, and adding training after analyzing team performance reports and trends.
Aided staff in meeting and exceeding performance goals by establishing monthly, quarterly, and annual customer service, quality assurance, and measurable SMART goals.
Recruited, hired, onboarded, trained, and evaluated staff.
Interviewed Customer Service Representative (CSR), Technical Support Representative (TSR), and Customer Service supervisor candidates.
Customer Service Lead02/2010 to 04/2012 CABLEVISION SYSTEMS CORPORATION – MELVILLE, NY
Communicated with departments to ensure proper issue resolution for customers.
Served as main call escalation contact while coaching staff on policies, procedures, and methods.
Improved productivity and performance by coaching and mentoring new hires and Customer Support representatives to ensure a world class customer experience on every call.
BACHELOR OF SCIENCE: BUSINESS ADMINISTRATION AND MANAGEMENTPenn State University
CERTIFICATE IN MANAGEMENT ESSENTIALS
Harvard Business School.