Becki Ushery Email & Phone Number

Atlanta, GA, US

Provide Product and Operational strategic support and direction to launch XFINITY Mobile and Spectrum Mobile MVNO services.

Atlanta, Georgia

Greater Atlanta Area

• Lead the detailed strategic planning, hands-on project management and implementation of enterprise wide people, process and technology initiatives across Product and Customer Care organizations. Evaluate operational.
• Business Process and Workflow… Show more Lead the detailed strategic planning, hands-on project management and implementation of enterprise wide people, process and technology initiatives across Product and Customer.
• Business Process and Workflow Design
• Call Routing Strategies
• Technology Functionality/User Experience
• Reporting, Metrics and Quality Assurance

Greater Atlanta Area

Provide operational and strategic advisory services to Fortune 100 companies related to Knowledge Management, Social Media and overall Customer Experience. Conducted competitive analysis and benchmarking against best in class service providers and identified emerging products and service opportunities, with quantified and prioritized business impacts.

Greater Atlanta Area

Responsible for providing leadership and oversight on quality programs and continuous improvement efforts that focus on delivering a high level of customer satisfaction and improvement in First Call Resolution (FCR). Support National Quality and Insight programs, along with VOC program management, customer loyalty and customer dissatisfaction initiatives.

Greater Atlanta Area

• Responsible for overall strategic direction for sales and customer service across all channels (Voice, Web, Email, IVR, etc.). Responsible for reaching across functional lines to initiate change in support of customer.
• 2012 World Class Customer Service Award Honoree
• Developed Knowledge Management platform and organizational discipline for capturing, organizing and structuring relevant content to various audiences (corporate, customers and front line associates)
• Introduced corporate wide Voice of the Customer programs: Net Promoter Score, First Call Resolution, Text Analytics (Clarabridge) and other customer metrics to provide customer insights and analytics to executive.
• Maintained year over year operating expense reductions of 10%-25% in a high growth environment through continuous process improvement efforts
• Led cross-functional efforts to Improve first call resolution by 45% within 12 months through improved segmentation

Greater Atlanta Area

Responsibility for managing all key performance metrics and new program deployments across offshore call center. Conducted regular audits/inspections on operational metrics, performance management documents, and overall call center process adherence. Managed multi-channel partner locations in India and Philippines (400-900+ FTE).

Managed the start up operations for an International Advertising Agency/Call Center. Established and administered center operating budget and sales targets for individual consultants. Researched and implemented employee benefit program, wage structures, commission and bonus plans to drive maximum performance. Performed all Human Resource type functions.

• Managed sales performance for 180+ employees across an inbound and outbound sales environment. Accountability for financial and operational metrics, including productivity, quality and sales performance. Project.
• Delivered highest All-Distance inbound sales in 2003 across 17 sales centers and consistently exceeded sales… Show more Managed sales performance for 180+ employees across an inbound and outbound sales environment..
• Delivered highest All-Distance inbound sales in 2003 across 17 sales centers and consistently exceeded sales objective throughout 2004. Show less

• Responsible for managing overall service, quality and financial performance for consumer products & services across 20+ internal/external call centers. Produced and managed center level budgets including volume and.
• Led… Show more Responsible for managing overall service, quality and financial performance for consumer products & services across 20+ internal/external call centers. Produced and managed center level budgets including.
• Led cross-functional process improvement team that delivered over $17M in yearly savings by reducing customer service contacts
• Developed, launched and managed cross-organization recognition/incentive program, resulting in 25% overall improvement in call quality Show less

• Responsible for documenting operational and financial impacts for system enhancements and policy changes. Developed and delivered training, system and policy methods and procedures through Knowledge Management System..
• Implemented deposit system functionality. Created business and system requirements, developed/facilitated training and created… Show more Responsible for documenting operational and financial impacts for system.
• Implemented deposit system functionality. Created business and system requirements, developed/facilitated training and created on-line methods and procedures for associates. Realized $8M in-year benefits to NBD. Show.

• Manage the implementation of new software releases, database merges and overall integration of desktop application across customer sales and services centers. Documented and submitted user requirements to secure.
• Identified and implemented over 24 enhancements within 9 months delivering over $12M in savings based on reduction in customer care and transaction expenses