Denise Dailey Email & Phone Number

Millcreek

Draper, Utah

Orem, Utah

Compliance and Dispute Resolutions SupervisorDriving Key Customer Satisfaction Indicators up 10% - 2013 TD• NPS Designer for Survey Process Flow to industry standard• NPS Process Alignment for KPI (Key Performance Indicator) Structure • Reviews the Promoter and Detractor Surveys and assigns them to the proper departments• Compliance, BBB, Presidential, and Attorney complaint resolutions • Approbate for final settlement and closure of all detractor issues• Manages the process for investigation and resolution of detractor issues• Fulfillment for documentation and database management for overall process• Reports directly to SVP Customer Experience and Executive CommitteeRetention SupervisorCancellation save rate increased from 24.01% to 41.58% within 3 months• Creation of all departmental process for retention • Development for all training programming and scripts for Utah team• Established coaching and agent incentive structures• Created the Standard Operating Procedures for all retention processesLead Supervisor Customer Care/CollectionsTop Customer Care Team for 4 years• Management of metrics and utilization of the floor• Motivational Leader for coaching and improvements• Supervise the QA, adherence, one call resolution, wrap/hold, saves, scheduling and credits for agents in teams of up to 70 • Training liaison for all mentoring of new hires and classifying the results before assigning them to their perspective teams• Implement Interviewing process and full recommendations for potential candidates• Manage the full process of counseling, POA’s and corrective actions up to termination• Leader of the department motivational committee• Train new supervisors and coaches for full process development• Oversees the full statistical process and time management

Supervisor for Teams of up to 35 employees both in Collections and the New Accounts Department with both outbound and inbound calls. Conducted meetings and ongoing coaching, motivation of teams. Managed all aspects of scheduling and disposition of teams. Oversaw goals set for teams to achieve outstanding results in a competitive environment. Designed spreadsheets to monitor performance, administered monthly results to team members and write all performance evaluation. Responsible for escalated supervisor calls to satisfy customer concerns while maintaining good customer service.Collections / Financial Recovery ­ 15 years Collections for accounts from 30 to 210 days delinquent. Managed full collection process. Operated under continuous objectives. Negotiated customer options and services. Daily service of high call volume both inbound and outbound.Sales / Customer Service ­ 20 years Managed full customer service process. Maintained continuous results based sales output. Supervised and addressed all problem based customer needs. Focused on business and new account opportunities.

Redwood City Dr. David Cowan, D.V.M.

Started with just Dr. Cowan and myself. We expanded over the years due to the dedication and passion we shared for animals, long hours, hard work, and the commitment to the hospital. I started as the receptionist. My duties changed to manager of the hospital, direct contact for all venders, order all supplies, assistance in surgery, lab work, x-rays, and kennel attendant. Having to leave this position to move out of state was a very difficult decision to make. Moving to Utah, I work for Dr. Marty Orr at Bird and Exotic Pet Hospital. This was a new adventure and one I learn a lot from since exotic pets were not my forte but became one I respected.