Chelsea Wolf Email & Phone Number

Foster City, Ca, Us

Durham, North Carolina, Us

Morrisville, Nc, Us

Morrisville, Nc, Us

Durham, Nc, Us

I managed the global training, quality assurance and customer satisfaction survey efforts of the Association contact center. My team leveraged data from surveys to complete root cause analysis, develop targeted training plans for service advisors and identify opportunities for improvement. We also planned and facilitated training for four global hubs to support a cross-functional workforce model. I led the global contact center through an organization-wide effort to transform our digital experience, technology platform and member value proposition by participating in discovery sessions, completing UAT, advocating for an optimized user experience, and implementing communication and training strategies.

Durham, Nc, Us

As a result of a joint venture, my organization grew from a national not-for-profit to the largest global association of its kind. This change necessitated a tremendous evolution that inspired my own, challenging me to become more comfortable with balancing competing priorities and providing me with the opportunity to play a key role in major software implementations and service model restructuring while leading a truly global team through transformation. I've represented inbound operations interests in technology implementations including RingCentral and Salesforce Service Cloud. I defined business requirements, determined best practices, supported launch responsibilities, authored documentation and trained staff to ensure smooth transitions for stakeholders. I also interviewed and hired a team of 10 support advisors for a newly established customer service hub in Malaysia and developed a strategic plan aimed at maximizing the impact of this new hub and minimizing friction. I spent a month on-site in Malaysia helping to establish operational best practices, provide new-hire support, and facilitate additional training as needed. While supporting these initiatives, I also managed a team of 5 managers and 46 agents serving a global membership base of over 600k. I led and coached Associate Managers to approach workloads and challenges with an innovative mindset and to develop their teams as servant leaders to meet KPIs. Our commitment to excellent service extends outside of our department as we champion improvements in products and services in conversations with partnering teams and advocate for the user experience in product launch planning and process change discussions.

Durham, Nc, Us

Identifying inefficiencies, implementing improvements and sharing Lean principles with others is a passion I’ve pursued ever since attending my first Lean and Agile workshop. I was fortunate enough to do all of those things in this role acting as the liaison between the Member Service Center and all other departments within the organization. Through data analysis, team expansion and elimination of waste, my team and I reduced our average turnaround time for customer requests by 50% and volume of workload by 38%, improving both the internal and external customer experience. Colleagues across the organization know me as a reliable point of contact for all things related to customer support and satisfaction, and that reputation helped me strengthen relationships and initiate conversations regarding process improvements. One such conversation led to a cross-departmental Lean workshop in which we explored ways to make information more readily available for our service advisors and customers. The workshop resulted in an improvement project that strengthened our documentation, set clearer expectations for our customers, and saved our department 339 hours per year.

Durham, Nc, Us

Developed and supported teams of 8-12 service advisors to ensure they had the knowledge and resources necessary to meet contact center service level agreements while working with the Associate Manager team to manage volumes and address customer-facing issues. I provided career stewardship, which facilitated over 70% of my team gaining the skills, exposure and recognition required for promotion or assignment to ad hoc roles.

Durham, Nc, Us

As an advisor, I had the privilege of representing the Association in customer interactions received via phone and email. I exceeded all qualitative and quantitative service level metrics, and my performance led to Lead and Senior promotions that allowed me the opportunity to mentor advisors on quality, lead six-week training classes of up to 19 people, and manage the creation and delivery of multiple courses in the implementation of a new customer relationship management system. I earned 96% favourable feedback on post-training surveys and helped advisors improve quality performance by as much as 68%.