Service Excellence Manager
Current- Translates WPCU’s vision for service excellence into an actionable plan and works with business unit leaders on successful implementation.
- Oversees service excellence reporting, acting as a liaison with Member Loyalty Group and Gallup to provide standard dashboards, NPS reports, and financial wellbeing data to managers at all levels.
- Consults with managers to develop and provide best practices for consistently superior service throughout the organization.
- Conduct service excellence evaluations of business units and provides reports and recommendations to business unit leaders as appropriate.
- Serves on product development and process improvement teams to ensure member perspective is represented during planning.
- Oversees problem resolution practices to ensure member situations are resolved in a timely and appropriate manner.