Emilie Smith Email & Phone Number

Ipswich, Ma, Us

Ipswich, Massachusetts, United States

Ramping up quickly to excel in a new role, I hit the ground running to establish operations and procedures and build 2 customer service teams within a Collections Center of Excellence. In addition to managing relationships with 19 third-party collections agencies, I oversee the information desk, manage bad debt forecasting, disconnect volume, and calls routed to vendors as well as the impact of these tasks on the budget.KEY CONTRIBUTIONS:► Consolidated 5 regional support teams into 1 cohesive unit. Improved efficiency, processes, culture, and communications among 36 employees serving 7.5 million customers. Enhanced training with multiple classes on collection processes and agent responsibilities.► Elevated vendor performance while ensuring regulatory compliance and meeting deadlines. Increased pre-disconnect payments $1.8 million and retained 750,000 subscribers. Recovered $1.5 million in equipment and drove annual post-disconnect payments to $7+ million.► Embraced automation to drive efficiency in policies and procedures, workload distribution, and Excel training, decreasing lost working hours 5%.► Increased productivity, ensuring deadlines met during high-volume service times. Eliminated backlogs and handled added work streams with drastically reduced workforce. Increased daily account review per agent from 43 to 66.► Led coaching and accuracy audits to drive effectiveness. Managed debt/budget forecasting and closely monitored vendor performance and expenses.

Manchester, New Hampshire

Built a virtual customer-care operation, assembling a team of 60 customer-service specialists with high-performing internal professionals. Ensured excellent service for high-value customers with complex needs across multiple locations. Provided training and coaching, as well as monitoring performance metrics, productivity, and quality of interactions with clients.KEY CONTRIBUTIONS:► Retained 100% of B2B customers over 5 years, including the FBI and multisite healthcare providers.► Surpassed performance goals and saved $114,000 annually, including tens of thousands in vendor overtime, by delivering customer service through off-site virtual agents, who averaged 6.1 calls (vs. goal of 5.5 calls) per hour.► Focused on continuous improvement, identifying and pursuing opportunities to raise quality of customer experience and maximize productivity and efficiencies.

North Reading, Massachusetts

Managing a 17-member team, my work focused on three major priorities:▶ Reviewing thousands of accounts weekly to identify and correct errors.▶ Coordinating equipment collections through partnership with 3 external vendors.▶ Managing people and processes to ensure smooth operations across 6 service centers.KEY CONTRIBUTIONS:► Increased employee and customer engagement through incentives.► Drove 85% average customer service scores on mystery-shopper surveys.► Ensured compliance with operational procedures through monthly audits.► Measured team metrics, providing targeted coaching to raise performance levels.► Fostered teamwork between field technicians and check-in team to ensure open communication and best practices.

Malden, Massachusetts

Providing training on various procedures for 3 department teams, developing job aids and reference tools and conducting focus groups to improve survey scores and performance.► Successfully transitioned Day of Install Activity from the ATS to Metro Boston dispatch, training nearly 70 individuals during two project phases.► Trained all 52 dispatchers on customer service functions, including tools for facilitating contact with customers during a service outage.► Collaborated across Advanced Technical Support, Comcast University, Tier 2 Technicians, Customer Care, and other departments to provide resources and promote understanding of quality improvement process.► Produced weekly and monthly performance reports, developed job aids, presentations, and quick reference tools to help 3 Workforce Management teams adjust to billing system changes.► Led on-going Focus Groups to bridge departments within Workforce Management. Resolved performance gaps and improved company survey scores. Coordinated conference calls to facilitate communication between field techs and dispatch.

North Reading, Ma

► Built quota at manpower capacity and managed work distribution for both in-house and contractor resources.► Assessed monthly manpower needs through regular analysis of historical data and sales projections for all lines of business. ► Analyzed trouble call data and produced reports, including must-do reports and daily count reports to allow for maximum tech productivity.► Organized shift-profile data and all changes regarding shift profiles relating to trends in quota patterns due to Fall Rush, CDV launch and ECD.► Tracked metrics on a monthly to yearly basis to provide feedback to customer service and management team for process improvement.

Master Of Business Administration - Mba, Focus On Organizational Leadership & Operations Management

Selected coursework: ▶ High Performance Service Management ▶ Lean Thinking ▶ Six Sigma Global Logistics ▶ Global Supply Chain Management

Bachelor Of Science - Bs, Sociology

▶ Member, Alpha Kappa Delta