Elisa Rucker Email and Phone Number

Responsible for leading and managing our Community Based Engagement and Events, Training, & Technical Assistance Portfolios. Overseeing projects and client relations, generating new business and collaborating with other managers on strategic priorities. Essential duties include building staff capacity through coaching, addressing barriers, conducting regular check-ins, hiring and executing process improvement initiatives. Direct supervision of 7 staff members.

Successfully led a virtual 11-member North American & CALA team responsible for researching and resolving customer complaints related to product quality, order entry, business process, shipment/logistics errors. Ensured all claims are loaded into our SAP ERP system and assigned based on level of complexity and severity. Provided ongoing verbal and written communication to the customer regarding status updates and problem resolution. Expertise in hiring, training, and managing high-performing teams that met organizational demands and objectives. Implemented data-driven strategies, leveraging key metrics to track team performance, identify trends, and make informed decisions for continuous improvements and enhanced performance management. Proficiency in identifying, analyzing, and resolving complex customer issues and managing escalated customer complaints while evaluating and generating innovative solutions and approaches to achieve both customer and organizational objectives. Collaborated across 7+ cross-functional teams and six manufacturing plants to align and improve business processes, ensuring adherence to best practices regionally & globally.Cultivated an environment of continuous improvement, achieving a substantial 5-10% year-over-year reduction in service complaints (Carrier, Order Entry, Shipping) enhancing customer satisfaction.Developed comprehensive training documents, reviewed, and updated business processes, effectively supporting new hires and ongoing education initiatives to drive productivity and performance improvements, resulting in substantial gains in overall efficiency. Successfully served as an ISO/TL9000 Internal Auditor, identifying risk factors, governance, and control processes through root cause analysis, effectively contributing to the achievement of strategic, operational, and compliance objectives.

On August 28, 2015, CommScope officially acquired the telecom, enterprise and wireless businesses of TE Connectivity, a world leader in fiber optic connectivity for wireline and wireless networks.Led and developed teams as large as 22-direct reports located in North America, Montreal Canada and Mexico City, Mexico, ensuring the highest level of customer satisfaction in all customer interactions. Provided expert oversight of the call center, handling customer phone calls and emails, delivering sales and technical support, managing order processing and assisting field sales in the promotion of products and services. Established and maintained service and performance standards for Customer Service Representatives (CSR's) through Key Performance Indicators (KPI's) and performance management reviews.Successfully recruited, trained and mentored more than 50 customer service representatives globally, ensuring a skilled and highly motivated team. Upon closure of TE Connectivity acquisition, led the SAP Sales & Distribution (SD) project utilizing CommScope's Customer Facing Order Management (CFOM) CS1 template, showcasing adaptability and expertise in navigating complex organizational changes.

Led a business-to-business customer service team responsible for all aspects of customer care, ensuring seamless operations and exceptional service delivery. Comprehensive management responsibilities, included overseeing pre-sale support, order entry, order management, business systems enhancements, problem resolutions, process improvement initiatives, performance management, department metrics and customer escalations.

Prepared Customer Service department for audit readiness by implementing robust internal control procedures and facilitating discussions on regional and global adherence to compliance standards. Demonstrated expertise in documenting and maintaining internal control procedures, effectively executing corrective actions in response to audit findings, and resolving issues promptly to achieve optimum resolutions. Coordinated all internal and external audits, including those for ISO/TL9000, Verizon's Technical Purchasing Requirements, Sarbanes-Oxley Audits, and Foreign Trade/Export Audits. Provided comprehensive performance reports aligned with key business indicators, driving adoption and adherence throughout global customer service locations. Led initiatives to gauge and improve customer satisfaction, leveraging quarterly customer satisfaction surveys (CSAT), daily transactional surveys (TSAT), customer interviews and complaint management systems. Utilized actionable data to enhance overall customer experience, perceived value and service, fostering increased customer loyalty. Acquired RABQSA ISO 9001:2008 36-Hour Lead Auditor Training certification, showcasing dedication to continuous improvement and a strong commitment to maintaining industry-standard audit practices. TE Connectivity is the new name of Tyco Electronics and ADC Telecommunications