Dustie Nichole Mercer Email & Phone Number

Plainfield, IN, US

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

• Using quantitative and qualitative research methods, documented end-to-end student experience from an emotional and technical perspective. Identified 50+ pain points, including bias in admission, learning, and career.
• Reduced upstream systems, creating a more cohesive experience and providing 100% visibility to response and handle times.
• Eliminated missed calls and improved written response rate to <24 business hours.
• Directed implementation of behavior, cognitive, and emotional intelligence assessments, debunking the admissions operating theory that DISC profiles were an indicator of program success.
• Defined, hired, and implemented the Student Services team, increasing student retention by 100% within 24 mos.

Indianapolis, Indiana

• Implemented new business, eligibility management for 600,000+ members, and $15MM in monthly billing and collections for seven companies while maintaining regulatory compliance in all 50 states.
• Department functional analysis and restructuring, resulting in the elimination of $80k in annual contract labor expenses.
• Formed controls for all department functions surfacing gaps that resulted in $1.3MM in errors. Over $500k were vendor errors and were able to be recovered.
• Deployed operational controls and project prioritization & approval process shifting the department from reactive mode to efficient and successful execution of 2X the number of initiatives in 2020.
• Produced over 500 business requirements foundational to the parent company's business technology rewrite that is now a commercialized solution for dental carriers.

Indianapolis, Indiana Area

• Developed, and executed, the customer experience path to maturity in alignment with strategic purpose while implementing operational best practices, mitigating service level risks, reducing cost, and balancing customer.
• Using employee engagement techniques, increased employee retention from -140% to 68% and satisfaction from 70% to 90% in the first 18 months delivering expense savings of over $500k.
• During benefit enrollment periods, reduced organizational call volume by 20% by adding customer self-service capabilities.
• The service department exceeded service levels for 12 consecutive months for the first time in company history by invoking a new staffing methodology during open enrollment.
• Established the company’s first repeatable, scalable training certification and career advancement program
• Eliminated TPA client billing, and Department of Insurance complaints, using an internal needs assessment and implementation of the Voice of the Customer program.

Indianapolis, Indiana Area

• Responsible for strategic direction, effectiveness, and adoption of the National Contact Center and all customer touchpoints including: Multi-Media Contact Center, Web, Mobile, & EDI for #1 automotive refinish.
• Aggregated customer service from 180 brick & mortar locations to ~50 customer service representatives. Drove 50% B2B order adoption, eliminating $1MM in operating expense and contributing to YOY improvements in.
• Consolidated 4 Contact Center locations to 3 locations reducing cost by $250K annually, while improving continuity of rep performance.
• Established KPIs with performance incentives tied to organization goals, contact center capacity doubled the first month and sustained behavior change all 5 years.
• Developed and implemented company’s first consistent, repeatable, scalable training program.

Carmel, IN

Tetherball offers a different approach to digital relationship marketing by "tethering" brands to target audiences through their mobile devices. Tetherball programs increase revenue, improve profitability and drive customer loyalty through mobile coupons, mobile rewards programs, mobile sweepstakes and mobile notifications.

• Extensive sales and start up high velocity growth experience. Developed and executed strategic plan for nationwide local ad sales team. Developed sales strategies to achieve short, mid, and long-term goals for the.
• Enhanced and managed all major ad network relationships to drive additional revenue, generating up to 75k in revenue per month.
• Operational management including: staffing, change management, strategy development for new products, process development and enhancement owner
• Recruited, hired, designed training curriculum, and facilitated trained 100+ salespeople nationwide within 3 months
• Launched new local ad sales team: Immediately generated $5k in revenue through effective recruiting, hiring, and training.

• Sales and customer service skill development for staff of 15-20 sales agents. Ensure direct reports have all necessary product and program knowledge by providing them feedback and coaching on an informal and formal.
• Team consistently exceeded sales goal by approximately 15% for the last 18 months of my tenure with the department.
• Worked in conjunction with peer supervisor in St. John, New Brunswick, non member center to develop call monitor and coaching program tailored to meet specific non member center coaching and development criteria.
• Provided support and feedback for internally supported 20+ programs to all levels of management located in Indianapolis, IN, Saint John, New Brunswick, and RCI North American headquarters in Parsippany, NJ.
• Work with program owners throughout our business related to clients throughout the US in problem resolution and customer service support. Provided support and feedback to external vendors such as AVIS, Universal.
• Also addressed customer issues including direct interaction with franchise property management companies to insure best product presentation and customer satisfaction.

Immersive Learning Program, Web Development

24-week immersive learning program for Web Development taught with industry-guided curriculum, real-world project-based learning, and 500+.

Bachelors, General Studies