Andrew Farris Email & Phone Number

Greater Los Angeles Area

Greater Los Angeles Area

• Launched and managed a world-class Voice of the Customer program to measure customer experience, oversaw distribution of survey and analysis of incoming feedback
• Developed continuous improvement process, driving service optimization projects which increased Customer Satisfaction (CSAT) and Net Promoter Score(NPS)
• Created and maintained dynamic online dashboard reports to track key performance metrics, presented regularly to executive leadership team
• Coordinated efforts with offshore vendor managers to meet established SLAs and performance goals
• Facilitated customer journey mapping exercises for high-volume contact drivers, performed root cause analysis to identify key pain points and close the loop for dissatisfied customers within 24 hours
• Established an effective Voice of the Employee program to collect, manage and act on feedback from sales/service agents worldwide resulting in increase in productivity and reduction in cost

Greater Los Angeles Area

• Assembled and managed team of publishers to overhaul library of online customer FAQs, optimized and reorganized these into high quality articles which drove up page views
• Designed and published customer self-service web forms which reduced volume of inbound calls and live chats for most common contact drivers
• Administered Oracle Service Cloud system to standardize a library of common agent messages
• Implemented Microsoft SharePoint solution and designed 200 pages of content with document libraries, dynamic web parts and product user guides for employee job aid tool
• Coordinated efforts between Customer Relations and Technology team to develop project roadmap by gathering requirements, prioritizing business needs and driving system enhancements and upgrades

Greater Los Angeles Area

• Managed a team of U.S. agents/supervisors and offshore agents to process over 50 types of administrative and financial transactions to support the Customer Relations Department
• Established Consumer Affairs and Quality Assurance teams, created escalation protocols which improved company Better Business Bureau rating from C- to A+ within one year
• Created SOPs and best practices for highly sensitive financial transactions such as credit card chargebacks, reducing response time and resulting in the removal from a critical probation program
• Developed special eService team to monitor over 50 email and live chat queues, optimized staffing and updated email routing rules to reduce customer response time from 1 week to under 4 hours
• Built and maintained Microsoft Access database solutions to route essential tasks to be processed more efficiently including refunds, warehouse returns, collections and credit card chargebacks
• Implemented employee incentive programs to drive agent engagement and boost morale

Greater Los Angeles Area

• Directed all training activities for Customer Relations to support 10 unique product lines
• Traveled to India to train, develop and launch new agent call center to handle phone, email, live chat and administrative support transactions
• Designed employee certification program for top-selling programs P90X and Hip Hop Abs to improve product knowledge, resulting in an increase in sales and a rise in customer retention rates
• Developed dynamic training programs for CRM systems, product knowledge, sales, quality assurance, multi-level marketing and call center soft skills, including issue resolution and communication skills
• Delivered self-produced sales training seminars to 400+ telemarketing vendor agents around the U.S.
• Converted legacy paper-based user manuals and training guides into digital versions which significantly reduced the time needed to update content by many days

Greater Los Angeles Area

• Handled inbound customer emails and communicated issues to Operations, Finance and Marketing
• Developed policy and procedure guidelines, established best practices, performed training activities

Woodland Hills, CA

• Handled high volume of inbound calls relating to maintenance of auto and home insurance policies
• Increased customer value through cross selling of related products and services