Devon Watts Email & Phone Number

Plantation, Florida, Us

Single threaded leader of Pharmacy CC. Oversees the development, implementation, and management of customer service initiatives and strategies within the Pharmacy organization. Responsibilities include: RxCC organizational improvement including program design and implementation, monitoring and evaluation of program KPIs, and risk management. Driving strategic planning and execution and owning stakeholder relationships and product prioritization for RxCC. Serve as the primacy Innovation, Process Optimization and Technology Integration Leader for RxCC.

Plantation, Florida, Us

Lead the CS Insights org for Chewy consisting of Voice of Customer, Quality, and Executive Escalations programs. Designed org to support data enablement and insight delivery function utilizing NLP and LLM to derive Customer Experience insights on friction points and key differentiators in the customer journey. Program enabled the reduction of Customer Experience defects by 7.1% (101bps of Contact Rate impact. Leadership scope consist of 20+ Exempt leaders (Associate Directors, Sr. Program Managers, Quality Program Managers, VOC Analyst, and Quality Analyst).

Plantation, Florida, Us

Lead CS Quality operations and Executive Escalation program. Led the development and implementation of Chewy's inaugural CSAT program inclusive of scoping of requirements, refinement of the pilot goals, and crafting of the pilot proposal. We successfully launched the CSAT pilot in P09 and achieved all stated pilot targets (>200K surveys, ~10% response rate, correlated CS Quality results to CSAT, and secured approval for full implementation of a CSAT program in CS.

Plantation, Florida, Us

Lead Chewy's Healthcare Services Operations (650+ FTE) for Customer Service. Drove strategy and facilitated the transition of our Pharmacy CS support operations to CS inclusive of Routing, Staffing, Training, CI and Leadership development. Strategy, P&L, and Operational owner for Pharmacy (Regulated) CS, Licensed Pet Insurance, Health (Non-Regulated) CS, and Veterinary Diets businesses.

Plantation, Florida, Us

Lead Veterinary Diet Support Operations consisting of 250+ FTE. Drove all facets of operational strategy for the Veterinary Diet business to improve authorization rate, fulfillment and net rev. Grew Vet Diet Net Rev 18% YoY. Implemented process efficiencies allowing the business to scale 23% in New Customers/Orders without adding headcount YoY. Ensure adherence to regulatory, legal, and MSA requirements healthcare business

Plantation, Florida, Us

Lead Core Voice Operations for Chewy CS. Drove improved Operational rigor (Lead Staffing preparation for Peak season and initiative to define SLA targets for tech issues) and results (Developed initiative to reduce RONA through process refinement and outlier management. Reduced RONA 67.3% in 90 days.)

Hoffman Estates, Us

Lead all functions of 400+ FTE contact center with $15M annual P&L budget Reduced annual Contact Center expense 13% (-$2.1M) through efficiency initiatives (Dialer Strategy improvements, Contact Cadence improvements, and Occupancy initiatives). Lead growth of Inside Virtual Sales revenue 10.1% YoY ($6.5M net) through new Vendor partnerships and product expansion. Developed Sales Retention process resulting in $1.1M in retained revenue over 6 mos. Provide strategic leadership to protect marketing investment and maximize conversion of 1.6M leads from all sources within the company. Provide vendor management of an international warm transfer lead sharing program supported by 3,000+ agents worldwide. Drive profitability and performance of all contact center Lines of Business to include Workforce Planning, Training, Outbound, Inbound, Chat, Email, Customer Service, Technical Specialists, Field Coordination, Sales Recovery, and the Inside Virtual Sales Team. Contribute to the executive level strategy of the organization including close collaboration with all cross-functional departments and work groups to drive initiatives and deliver profitable sales.

Longwood, Florida, Us

Responsible for driving growth opportunities for the Home Improvement business via internal and external lead sources. Drove lead growth by 10K net appointments for business to consumer business and driving operations in a 7 days a week call center operations that handles 12M calls annually, converting to two million leads, 500K appointments, which produces approximately $525M in revenue. Drove efforts to meet the business development revenue and margin goals for the year and defined requirements to support longer term revenue and margin growth. Sought out new lead sources to provide long term revenue opportunities. Create and implement program requirements to facilitate successful exchange of lead information (process establishment, payout agreements, reporting, IT Requirements, etc....) for new sources. Builds, develops, and maintains processes for collaboration between the call center and third party businesses to ensure seamless lead to appointment conversion opportunities. Partnered with various parts of the business to set member proposition, product ordering, promotional pricing, incentive and business expansion strategies.

Longwood, Florida, Us

Longwood, Florida, Us

Longwood, Florida, Us

Chicago, Il, Us

Chicago, Il, Us

Chicago, Il, Us

Bachelor Of Science (Bs), Business Administration, Management And Operations

Associate Of Science (A.S.), Emergency Medical Technology/Technician (Emt Paramedic)