Anna Gillum, Lssbb Email & Phone Number

Mason, Ohio, United States

Cincinnati, Ohio, United States

• Key Contributions & Achievements:
• Increased agency response time (>54%) and automation (6%) after leading the transition of customer support from email to live chat.
• Within 4 months, augmented accuracy and quality of media measurement by ~50% after obtaining process from an underperforming team.
• Improved customer service rate by 38 points after evaluating strengths and identifying areas of improvement and opportunity.
• Achieved organizational goals, campaign targets, and operational objectives by maximizing campaign performance, applying high-quality decisions, and championing Sarbanes-Oxley audit and Better Business Bureau responses.
• Led a 25-member multinational team that executed campaigns, drove customer support, and ensured the timely launch of new products for the Coupons.com website and app.

Cincinnati, Ohio

• Key Contributions & Achievements:
• Timely and accurately (>99%) fulfilled between 1500-3500 offers monthly by managing and utilizing various key components that drive precise monitoring, evaluation, accountability, and learning
• Collaboratively implemented automation of the Wording Based Association Process which resulted in a 47% increase in efficiency optimization.
• Improved the timely delivery of tasks by more than 50% after leading quality assurance initiatives, ensuring data accuracy and consistency, and overseeing the effective organization and management of the queue.
• Successfully exceeded departmental goals, improved quality (2%), and boosted service level agreements (by 185%) after enhancing data integrity business processes and procedures as well as managing and developing a.

Cincinnati Area

• Key Contributions & Achievements:
• Guaranteed success of daily operations by strategically planning, directing, coordinating, monitoring, and supervising all Verint Impact 360 Call Monitoring Systems and business-analysis aspects.
• Orchestrated the completion of ~1000 tickets (monthly) as well as enhanced processes and customer experiences by:
• Participating in IT service improvement events
• Creating communication processes
• Complying with company Payment Card Industry standards and service level agreements.

Cincinnati Area, KY

• Key Contributions & Achievements:
• Guaranteed call center compliance with all organizational, quality, and industry standards by managing 35 global/national employees, maintaining 20 key accounts, and regulating up to 17 programs.
• As an SME, increased customer satisfaction and quality results by >5% after simultaneously overseeing the global reconstruction of observation forms and communicating with internal/external organizations
• Skyrocketed program performance after collaboratively providing solutions that target transaction monitoring and process improvement.

Cincinnati, Ohio Area

• Key Contributions & Achievements:
• As a member of the Transaction Monitoring Task Force, successfully expanded team awareness of various systems and quality topics.
• Increased collaborations, promoted calibrations, and reduced Quality and Operations variances by 10% for the top 20 accounts.
• Redirected program focus and variances by 5% after developing anecdotal reports that outline areas of opportunity and weekly trends.
• Constantly support account quality by managing a 26-member team that was comprised of members located across North America.