Ed Fennell Email and Phone Number

Senior Contact Center leader with over 25 years’ experience in leading large scale, multi-site customer care organizations in the Financial and Healthcare space with staff size ranging from 400 to 1500, and budgets up to $70M. Consistently successful at developing strategies to address drivers of customer pain, and operational inefficiencies. Selected accomplishments...• Implemented a multi-channel call platform that enable real time monitoring of remote agents and priority routing by stakeholder. • Employed speech analytics software to automated the QA process that surfaced agent knowledge gaps and process breaks causing customer pain points and first call resolution (FCR) failures. FCR ratios increased from mid-70’ s to mid-80’s • Automating the QA process allows for the assessment of “all calls for all agents” vs. the typical randomized 6 to calls per month that caused a positive shift in the baseline of low sentiment scores (40%) to neutral/positive sentiment scores in the mid-’90s.• Increased staff engagement and cross-functional accountability by establishing a company-wide Six Sigma Lean program that revitalized and sharpened customer focus. NPS scores increased from the mid-teens to +23 vs. our nearest competitor’s NPS score of +10.• Targeted outbound campaigns to improve Medicare Members compliance and understanding of their benefits earned us a 5 Star Medicare score for service with an overall plan score of 4.5. • To stem attrition rates of + 35%, 2-way communication forums were implemented, career paths were formalized, empowerment was expanded, and new paid for performance incentive program was established. Attrition deceased to better than industry averages to the mid-20% level. Specialties in:Voice of the Customer AnalysisSix Sigma Lean deploymentSpeech AnalyticsData Driven PrioritizationPersuasive/Influential Communicator Quality AssuranceCross-functional Project Management