Chantal Cook work email
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Chantal Cook personal email
Results driven, strategic business professional with over 33 years of business analysis and insights, people leadership experience. Skilled in improvement initiatives to reduce costs and improve efficiencies. Accustomed to multi-functional initiatives, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies. Dedicated, innovative and self-motivated team player, builder and leader.
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Manager Business Process ManagementAmway Dec 2016 - Sep 2019Led development of regional processes for the Americas region. Managed team responsible for creating, documenting, cataloging, analyzing and updating processes, including business rules and requirements. Worked closely with team to develop standards for documenting processes utilized to assist with process harmonization across the region and also to teach Capability and Product Owners about their processes. -
Manager Customer Service Continuous ImprovementAmway Aug 2009 - Dec 2016Led development of Customer Service’s CI team that connected the department to cross-functional areas to properly integrate new programs, product launches and various projects that impacted Distributors, Customers and staff. Provided strategic direction to ensure operational decisions aligned with business rules, goals and objectives. Developed code taxonomy to capture insights for analysis of multinational Voice of the Customer captured in Customer Service used to identify pain points and areas of focus. Implementation of improvements to processes and business rules resulted in the elimination of $10M+ in operating expenses.
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Manager Customer Service Communications & Quality MeasurementAmway Jan 2007 - Aug 2009Provided direction to the Communications staff in the development and implementation of effective communication processes and procedures for the Customer Service division. Ensured operational decisions impacting processes aligned with business rules and budget targets. Provided direction to the Quality team for monitoring and delivery of focused feedback for performance improvement and development of staff which helped increase Customer Satisfaction by 12 pts. and Activation by 5%.
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Supervisor Quality & Finance MeasurementAmway Nov 2004 - Jan 2007Built this department from the ground up: set the strategy, developed job descriptions to align with new strategy, hired the appropriate staff and developed the training plan to get these individuals functioning in their new roles. Developed Quality monitoring program for Quality Analysts responsible for monitoring calls and off-phone activities to ensure consistent feedback and coaching to Customer Service Representatives expected to provide high quality service. Partnered with Training and Communication areas within Customer Support to fill identified training and knowledge gaps.
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Business Analyst / Coordinator - Customer ServiceAmway Feb 1995 - Nov 2004Provided business, budget and project management support to the Customer Service area.
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Customer Service SpecialistAmway Oct 1986 - Feb 1995Customer Service support
Frequently Asked Questions about Chantal Cook
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Chantal Cook's current role is Manager, Business Process Management.
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1az.gov -
Chantal Cook
Playground Supervisor / Sub Secretary At Southern View Elementary SchoolSpringfield, Il1rocketmail.com -
Chantal Cook
Cleveland, Oh
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