Brandy Phillips Email & Phone Number

Sacramento, CA, US

Sacramento, California Area

Sacramento, California Area

Oversee team of Sr. Analysts responsible for managing projects, programs and initiatives that drive loyalty, generate revenue, and reduce churn through national incentives and virtual employee engagement using Gamification.-Lead KPI and behavioral analysis to identify opportunities and recommend business improvements -Delivered $5.2M soft-cost saving.

Sacramento, California Area

Oversee team of quality analysts responsible for analyzing customer interactions, business KPIs, and employee performance to support projects that to improve the customers experience and identify service delivery failures. -Conduct insight & impact analysis for After Call Survey, NPS, J.D. Power and GTM product launches-Managed customer Broken Promises.

Manage team of quality analysts responsible for managing projects targeted to improve the customers experience with a focus on business initiatives that have an impact on customer satisfaction surveys, employee performance and service delivery failures. -Manage daily trends, analysis, consultation and executive presentations for quality related.

Sacramento, California Area

Providing analytical and statistical support for national quality program strategy used to measure key success and opportunities of the customer experience, employee performance, and systemic functionality. -Measure new & existing quality processes, trainings, and customer experience impacts-Analyze, forecast and measure process implementations and impacts.

Sacramento, California Area

Analyzing NPS and CSTS results for West Area to identify customer satisfaction root cause drivers, submit formal recommendations for business improvements based on the voice of the customer and broken processes and policies.-Drove dissatisfaction rate from 15% to 7% within 30 days and maintained improvement-Co-facilitate Quality task force for 4 internal.

Sacramento, California Area

Support Quality initiatives and analyze the customer experience via email for the Internet Response Team, conducting Quality observations and provide reporting of customer Service Transaction Surveys. -Make recommendations to leadership and Headquarters based on findings-Increased Transaction Survey First Contact Resolution by 10% within three months.

Sacramento, California Area

Direct team of 12 Prepaid and Postpaid Coordinators; providing support to call center leadership through quality and compliance observations. -Strengthen daily operational tasks for QA Coordinators; increased efficiencies by 100% in 30 days-Analyze customer satisfaction transactional surveys to identify areas of success & oppportunities -Conducted.

Sacramento, California Area

Conduct quality and compliance observations on call center representatives recorded call and email customer interactions. -Lead calibration sessions to internal and outsource Leadership to align on scoring methodology-Assigned observation targets for team of Coordinators to ensure department goals were met-Streamlined Prepaid Quality reporting to drive.

Sacramento

Assist customers with billing, equipment and feature inquiries, and participate in special offline projects.-Led two new hire classes to achieve 78% First Contact resolution within first 30 days of taking calls-Participated in offline projects; contract validations and CSTS failed touch-point verification-Facilitated weekly team meetings to discuss Quality.