Angel Gipe Email & Phone Number

Laurel, Maryland, United States

Laurel, Maryland, United States

Reporting to the Senior Manager of Customer Service with a dotted line to the VP and Director of Customer Service, I was the primary link between leadership and cross-functional teams by providing messaging in line with brand strategy, identifying cost-saving opportunities, establishing project goals and execution plans, and creating highly engaging content. > Increased employee engagement by 10% through effective use and management of social media campaigns, video scripting, writing of email campaigns, intranet message content development> Partnered with developers to develop the “My News Hub” centralized employee communication portal which reduced the number of emails sent by leadership by 94%> Incentivized employee services by implementing marketing campaigns and contests contributing to 85% attainment of department KPIs

Laurel, Maryland, United States

> As a trusted advisor, I accompanied the VP of Customer Service on all site visits and special event travel; managed logistics for events serving 10 - 5,000 employees, coordinated travel, procured vendors, and reviewed and finalized all contracts> Directed a high performing remote team of 3 - 5 team members and delegated the workload of a project team of 20+ employees spanning 10 locations across 9 cities and 6 states > Increased engagement by 10% through the use of persuasive and consistent messaging aimed at driving action in target employee and consumer audiences> Increased employee satisfaction scores by 90 by facilitating initiatives such as Customer Service Appreciation Month> Managed the department budget of $17 million using Excel and PeopleSoft Financials

Laurel, Maryland, United States

> Drove engagement by managing an employee engagement budget of $17 million for use on contest development and employee gifts. Also implemented internal marketing campaigns, incentivized goals, and created new opportunities for employee recognition. > Oversaw the planning and execution of Customer Service Appreciation Week, which recognized the efforts of 5,000 employees across 8 area high-volume call centers> Introduced and launched the National Top 5 Recognition program, aimed at rewarding employees for excelling in customer service> Managed planning and logistics for the VZW 10th-Anniversary which impacted 5,000 employees, supported initiatives in the corporate rebranding from Verizon to VZW, and serviced 200+ employees in the execution of Laurel and Hanover Family Day

> Managed and allocated a Customer Experience Organization budget of $17 million > Implemented use of the Net Promoter Score (NPS), monitored performance, and supported consistent attainment of scores exceeding 75% > Reduced churn of the Northeast Region by 1% via diagnosis of root cause and design of Customer Success programs geared toward motivating and engaging existing clients > Decreased the ratio of calls ending in client service termination by 8.2% by implementing reduction programs> Supported a more strategic approach to customer experience through the use of data by implementing quality assurance initiatives and pricing awareness programs with visibility of 10,000+ consumers

Maryland, United States

Maryland, United States

Maryland, United States

Maryland, United States