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 process simplification project; certified VLSS Greenbelt -Design and execute national employee incentives; budgeting, forecasting, and communications -Oversee Master Service Agreement for third party supplier technology-Govern Gamification engagement program and strategy; consolidated 4 separate programs into 1-Obtained national program alignment within 12 months. (Virtual economy/rewards process)

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 insights and business improvement recommendations -Designed 5 customer experience Journey maps resulting in 62 process & policy recommendations-Completed 8 qualitative & quantitative analyses for Verizon Lean Six Sigma Black Belt projects

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 metrics-Partner with internal/external SME's to reinforce quality processes and create training resources -Create, execute and track action plans for improving After Call Surveys and J.D. Power attributes-Completed 43 call & data analyses to support VLSS, CIR, ACS, Product, Policy and Pricing initiatives

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 to KPI's (ACS, JD Power, TNS)-Delivered 38 operative and call center performance analyses to pinpoint opportunities-Develop and maintain business transformation action plans for cross-functional stakeholders-Close performance gaps as measured by Customer Satisfaction, FCR, CIR and Retention

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 and outsource call centers; increasing CSTS by 23%-Streamlined root cause drivers for Executive Relations & QA observation forms to drive alignment -National NPS core team member focused on reporting enhancements and root cause drivers -Drive improvement recommendations based on NPS feedback, focus groups, and analysis-Implement audit process for customer callbacks; reduced volume of invalid root causes by 32%

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; ranking 1st -Implemented Quality Flash report, and daily oversight of CSTS correlation and coefficient report -Created West Area IRT New Hire Participants Guide and training schedules-Restructured email process to minimize misdirected emails; reducing volume by 2%-Document requirements and implement Nationwide process change to Websites Contact Us form -Led National content simplification projects: email response templates and survey questionnaire

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 interviews, hiring QA Coordinators and facilitate new hire training-Launch pilot program increasing QA scores of 18 agents by 73%, and First Call Resolution by 67% -Improved CSTS scores in Overall Score, First Call Resolution, and Rep by 12% from the prior year

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 organization, accuracy and reduce tracking errors-Conduct representative side by sides to coach customers experience performance improvements

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 expectations, and train policies/procedures-Conducted daily side by sides providing recognition and feedback for areas of opportunity-Utilized Call Center Commander and IEX to provide feedback for representative’s statistics