Dory Birchfield, Jd Email & Phone Number

Birmingham, AL, US

Birmingham, Alabama, United States

• Description: Lead the startup and management of an in-house, sales and viewer services call center, integrating both to optimize costs and handle all communication, with three direct and 35 indirect reports. Foster a.
• Drove a culture of inclusion by transitioning outsourced catalog and call center operations in-house, increasing calls by 300% with a 20% staff increase and exceeding KPIs, including first call resolutions, speed of.
• Implemented new e-commerce and call center telephony software, transforming operations from a basic phone service to a fully functional call center with hunt groups, IVR, and comprehensive reporting, achieving an ROI.
• Developed and launched a new website for EWTN Religious Catalog, bringing the ordering process in-house, enhancing reporting capabilities, and effectively managing inventory and promotions.
• Created and administered VOC programs and cross-functional CX teams, boosting the customer base by 20%.
• Through innovative hiring practices, coaching, mentoring, and training maintained an average overall employee turnover rate of less than 20%.

Birmingham, Alabama, United States

• Description: Maintained compliance with 32 state Medicare and Medicaid contracts by collaborating with government agencies to secure business contracts in relevant states. Administered state Medicare programs, improved.
• Steered change management for a 40-person company facing revenue drops due to new Medicare and Medicaid regulations, successfully re-organizing, increasing revenue, and decreasing staff.
• Redesigned call center, pharmacy fulfillment, and customer service processes, resulting in a 10% to 15% cost savings.
• Uplifted customer service performance, leading to a 20% rise in net new sales in new states with updated contracts.
• Grew repeat business by 68% through better customer service and operational efficiency improvements.

Birmingham, Alabama Area

• Description: Headed comprehensive research and documentation of client business requirements through strategic interviews, detailed document analysis, and insightful site visits. Outlined and executed high-impact.
• Managed a high-performing contact center, leading to a well-deserved promotion to Business Analyst II due to excellent results and contributions.
• Built and advocated for innovative software solutions that transformed customer engagement and significantly raised operational efficiency by 10%.
• Championed Six Sigma projects that drove measurable improvements in client policy operations, resulting in boosting productivity by 18%.
• Defined and documented critical technical testing requirements, leading to a substantial enhancement in contact center performance and customer satisfaction.

Birmingham, Alabama Area

Insurance Call Center Manager - Lead call center team supporting life insurance and annuities policyholders through support of policy lifecycle and acquisitions. Coordinated and lead training and development initiatives. Key member of Call Center Future Initiatives team. Later promoted to Senior Business Analyst role.

Birmingham, Alabama Area

• Description: Administered a customer service team of 150+ employees across multiple offices, driving performance improvements and establishing a collaborative work environment. Steered acquisition and growth.
• Revitalized underperforming site, slashing abandonment rates from 8% to 2.5% and elevating productivity by over 30%.
• Heightened efficiency by improving Calls Per Hour (CPH) from 10 to 12.2 and decreasing average wait time by 15 seconds.
• Contributed to a customer service excellence team that won the “Call Center of Excellence” Award from Benchmark Portal.
• Surpassed customer satisfaction targets, obtaining 125% of productivity goals, and formulated incentive plans that uplifted customer satisfaction and employee loyalty.