Dustin Brockmeyer Email & Phone Number

Flagstaff, Az, Us

Tempe, Arizona, United States

Newly established role focused as point of contact for 10-30 stakeholders in Customer Support and driving KPIs.Oversee all aspects of program improvements and KPI Improvement for NortonLifeLock Retention, and drive for results that supports business goals.- Established SME stakeholder network in a previously disparate environment to collaborate on major projects related to customer retention.- Delivered 3 major customer retention projects within 6 months of role commencement including surprise and delight campaigns which drove customer retention through increased product activation and engagement with minimal impact on live support contact rates.

Tempe, Arizona

Charged with driving performance at partner call centers which handled 90% of Member Service call volume to ensure a World Class Customer Experience for the LifeLock member base and championed the Norton Support partner call center relationship. Reduced expenditure by 50% while maintaining 90%+ Net Promoter Score (NPS) while leading transition from US customer service centers to offshore centers. Successfully evaluated budgets in excess of $10m to establish where to invest and where to reduce expenditure during strategic planning for the transition to meet reduced budget. Led successful onboarding and ongoing partnering with new vendors and new call center sites in Manilla and San Diego. Supported 25-200+ staff through establishment and business growth, and a total of ~500 staff across 5 locations globally. Developed cross sell conversion from -2% to +6% average per year. Exceeded KPI by an average of 30% by creating budget accommodating incentives for partners to give to agents. Conducted Key Performance Indicator (KPI) and contract reviews and held partners accountable for contractual obligations and managed all invoicing. Identified areas of opportunity, developed change orders for existing contracts and new lines of business in consultation with legal and procurement teams. Addressed systemic blockages to site operations communication and conducted coaching with frontline staff at vendor locations. Resulted in uplift in performance across KPIs including cross-selling, quality and NPS. Served as the conduit for escalations and security issues for external call centres. Included working with the organizational legal team and regular troubleshooting to assure quality, compliance and protect the brand. Managed change process around the launch of new backend process platform to integrate disparate systems and centralize data. Achieved a seamless customer experience throughout the transition.

Tempe, Arizona

Charged with driving performance at partner call centers which handle 90% of LifeLock Member Service call volume to ensure a World Class Customer Experience for the LifeLock member base. Responsibilities and accomplishments include the following:Delivering accurate reporting of KPI’s to partner sites and building the partner call center performance dashboard;Act as the frontline of communication between LifeLock and partner call centers to ensure business needs are met and performance expectations are exceeded. . Coordination of the successful launch of a new Service Partner by managing the ID process, ensuring Network connectivity, participating in training of the Agents and providing on-site support during the launch.Creating the Service Partner rewards and recognition program to drive Service Partner engagement.Creating a SOP for all Service Partner invoices and reduce cost.Travel and provide support for the Service Partner's twice per quarter per partner.Collaboration with the team to provide training feedback which will allow the team to improve the training experience and decrease learning curves for the new Agents.Through daily management and conducting weekly status calls with partner call centers to discuss KPI performance, Partner call center had a 29% reduction in Average handle while staffing up by 165% which lead to which lead to 22.95% increase in calls handled per billable hour; second partner call center had a 26% reduction in Average handle time while staffing up by 55% which lead to an 11.92% increase in calls handled per billable hour. Through daily management, conducting weekly status calls and site visits twice a quarter to discuss performance was able to drive sales made per call as follows: Partner call center had a 32.89% increase in sales made per call; second partner call center had a 191.63% increase in sales made per call.

Tempe Arizona

Supervised a team of 20+ sales professionals. Responsible for all incentives and additional contests to drive specific metrics. Ensure delivery of world class experience to potential clients.Developed needs based consultative sales training and scripting to maximize revenue per call.