Elise-Nichole Heyliger Email & Phone Number

- Achieved and maintained NPS scores above industry standards for 7 consecutive years, reflecting a strong commitment to superior customer experience.-Fostered team longevity, with members transitioning into leadership roles or other departments after an average of 2–3 years, promoting career development and knowledge sharing.-Developed and implemented a data collection process for daily escalations, streamlining reporting and identifying trends for continuous improvement.-Engaged in cross-functional initiatives to identify and resolve process bottlenecks, enhancing operational efficiency and overall customer satisfaction.-Designed and implemented comprehensive CX training programs focusing on system navigation and product knowledge, resulting in increased team competency and alignment.-Conducted regular refresher training based on identified processing gaps to maintain high-performance standards.-Managed vendor relationships with a solution-focused approach, leveraging partnerships to enhance service delivery and ensure compliance with established standards.- Collaborates with AD of Customer Solutions and other relevant stakeholders to ensure that favorable contract negotiations take place and sound SLAs are developed and maintained- Collaborated on cross-organizational projects to enhance the customer experience.- Implemented quality assurance processes for phone and email communications.- Collaborated with cross-functional teams to ensure optimal resolutions.- Managed vendor disputes and conducted quality checks.- Monitored and analyzed customer service metrics and delivered training.- Conducted regular performance evaluations and provided coaching.- Collaborated with cross-functional teams to support the customer experience

New York, United States

- Successfully led teams, driving consistent improvements in customer satisfaction scores.- Developed CX strategies, reducing customer churn and elevating Net Promoter Score (NPS).- Utilized data analysis to identify pain points, leading to a 15% revenue increase.- Improved employee engagement in a virtual working environment.- Conducted surveys, analyzed feedback, and implemented improvements.- Created and executed CX-focused training materials and strategies.- Collaborated on cross-organizational projects to enhance the customer experience.- Supported team development and CX-based training.- Provided key support during transitions and restrictions.- Developed and conducted CX-centered training for new employees.- Implemented quality assurance processes for phone and email communications.- Collaborated with cross-functional teams to ensure optimal resolutions.- Supported discussions with vendor leadership to meet weekly targets.- Ensured compliance and developed training for process clarity.- Managed vendor disputes and conducted quality checks.- Managed teams' PTO and communicated directly with applicants.- Led reporting and facilitated floor topic discussions.- Reviewed and refined CX processes, collected feedback, and identified talent.- Developed and implemented customer service processes, policies, and procedures.- Monitored and analyzed customer service metrics and delivered training.- Conducted regular performance evaluations and provided coaching.- Collaborated with cross-functional teams to support the customer experience.- Assisted in developing customer service policies and CX Centered training of new representatives.- Partnered with vendor support teams and provided feedback in calibration sessions.

New York, United States

- Support Team Restrictions and Transition - Training new employees - Running Reports (Statistics) - Quality Assurance (Phones and E-mail Content)- Team Support for clarity on policy, procedures, and process- Deescalating and providing in the moment solutions. - Managing Teams PTO/Coverage Plans Re-training/ Developing Training Materials- Supporting Vendor Relations Daily Support- Providing Quality Reports and Feedback to ensure the CX Experience- Working with my teams and cross organizationally to ensure the best resolutions are provided.- Developing and Designing CX Training associated to Systems Usages, Policies, and Processes.- Partnered with Vendor Training Facilitator - Re-training/ Developing Training Materials- Special projects

New York, United States

- People Manager (3-6 direct reports)- Managing Teams PTO/Coverage Plans- Running Reports (Statistics)- Communicated Directly with Applicants to de-escalate and address concerns. - Interviewing and identifying talent - Review Reporting and Floor topics to leverage findings. - CX Process Development and Review - Collected Feedback and Reporting for Leadership Discussions - Quality Assurance Specialist (Phones and E-mail Content- Trained StaffSpecial Project: Vendor Relations Transition Team CX Support Contact- Worked with Leaders to Create a Vendor Transition Plan- Reviewed Customer Experience in Detail - Reviewed and Supported a Training Plan for the Vendor- Provided On-Site Support During Transition - Identified Disconnects and Provided Timely Solutions - Worked Directly with Vendors to Ensure the success of the transition.

New York, United States

- Answer multiple phone lines- Resolving complaints- One on Ones/Re-training- Communicating with Teams in the organization to resolve applicant inquiries.- Running Reports (Statistics) - Quality Assurance (Phones and E-mail Content)- and More

New York, United States

- Answer multiple phone lines (80- 100 calls per day)- Providing correct and accurate information in a polite professional manner- Problem Solving to deescalate applicants concerns - Working with multiple tools to gather information- Assisting to support team initiatives - Working with other teams to provide a resolution- and More

- Answer multiple phone lines (80- 100 calls per day)- Providing correct and accurate information in a polite, professional manner- Resolving complaints- Troubleshooting cable or phone interruption issues- Assist management with training new employees- Assist clients in an online walkthrough and set up accounts online

New York, United States

- Answer multiple phone lines (100 calls per day) - Providing correct and accurate information in a professional manner- Assist with all city complaints and violations following city codes and procedures- Search computerized databases using different city agencies' technology- Assist management with training new employees- General office duties (multitasking)

New York, United States

- Input files into the database- Answer multiple phone lines- Great and assist Clients- Prepare mailing and other correspondence - Schedule appointments - Interview potential clients for focus groups