Director Of Client Services
CurrentThis position was created to integrate technologies and maximize the Contact Center (Fulfillment Systems & Customer Experience) for the Neff Company. Focused on its schools and dealer awards products designed to assist schools and public organizations motivate and award student in the primary, high school and collegiate markets within the United States.The combination of these functions supports a Field Sales Force (49) and Regional Sales Management Team. Position efforts and accomplishments included:•Reengineered the Call Center, integrating additional critical technological and functional synergies resulting in creating a holistic 360° degree view of the customer.- Implementing a Customer Relationship Management System (SalesLogix) to support Client Services, Credit, Sales Management and the Marketing functions.•Increasing customer touches by deploying multiple channel marketing campaigns utilizing the CRM system. Integrating three additional market databases adding 500,000 contacts focusing on decision-makers to maximize our marketing and sales efforts.•Utilizing the current Call Center technologies creating a capability for all Call Center Representatives to service any customer contact from the web, e-mail, fax and phones. •Create, integrate and deploy a Quality Management Process for the Neff Company to measure, manage and reduce internal and external errors representing a negative impact to the bottom line and our customers’ satisfaction.
