Eric Craig Email & Phone Number

Maineville, Oh, Us

Cincinnati, Ohio, United States

Virtual

- Led the highest level customer escalation teams working directly with the CEO and Executive Leadership team in a fast paced environment- Cast vision for and managed and coached multi levels of leadership to build the best team (120+ org)- Strategic business partner to Finance, Legal, PR, HR and Executive teams providing highest level scrutiny and sensitivity to urgent customer needs- Detailed oriented thought partner for business innovation and driver of process optimization.- Reduced workload for Escalation teams by 75% through automation implementation and movement of work to lower cost tiers in the organization- Launched collections effort for outstanding balances in partnership with Finance resulting in a 500%+ ROI- Implemented new workflow that truly focused on customers history and value shifting from a pure cost focus to a balance of cost and customer experience resulting in a sustained 83%+ Customer satisfaction score- Launched digital chat escalations to align to the company’s broader multi channel strategy- Led the company's Social Media customer service teams

Virtual

- Led multiple teams simultaneously spanning over 4 lines of business.- Recognized as top site and Senior Manager in back-to-back quarters (Q4 '20 and Q1 '21).- Developed a strong employee culture.- Improved employee Net Promoter Scores (eNPS) Canada (4.88% to 33.3%), B2B Service (2.78% to 61.9%), Frontline Customer Service (55.1% to 67.1%).- Mentored and supported the growth of high-performing leaders.- Implemented a call follow system for Frontline Customer Service, improving core phone KPIs network-wide.- Partnered with senior leadership to provide voice of the customer feedback and improve the overall customer experience.- Increased Service GRS by $8.3-$8.5MM over 6 months with an 83% increase in contacts.- Collaborated with Workforce Management to capture 90% or greater of direct line of business contacts within the dedicated service team, reducing overflow to Frontline customer service teams.- Partnered with key stakeholders to develop new KPIs, improving B2B Service performance ranking from last place to 4th out of 17 sites.- Launched pilot team for new service platform ahead of many service based teams.- Developed a comprehensive work plan for B2B Service teams to meet business demands and target annual savings of $45.5-$50.2MM.- Regularly communicated monthly business reviews and results to executive level business leads.

- Leading frontline contact center managers across multiple timezones in a vast virtual/remote/hybrid network- Development of high achieveing teams in a matrix of diverse KPIs- Key member of development of Virtual landscape- Partner closely with support teams and functions globally- Effectively collaborating with numerous project teams focused on strong results and meeting efficency targets- Focused on development of new leaders and broadening of internal talent pool

Florence, Kentucky

- Oversight, leader, and owner for domestic site specific contact center operations multiple lines of business including ecommerce rewards- Responsible for customer service portfolio for offshore vendor support across 2 countries- Focused on building strong leadership teams and development of key talent across manager population- Led a handle time reduction strategy using Lean methodologies reducing unnecessary process flows and call transfers thus improving client experience results - Management of 3 independent lines of business spanning multiple frontline managers and nearly 200 customer service associates- Direct responsibility for site specific scorecard, employee culture, agent availability, and sales- Regular development of next level of leadership seeking forward compatibility traits within direct reports- Management of multiple remote teams and partnership with Digital solutions and Chat teams

Florence, Kentucky

- Designed and developed extensive project plans and dashboards managing multiple timelines impacting multiple geographic zones - Built extensive partnerships with various stakeholders across multiple lines of business to ensure all process are cared for with in the project milestones including preparation for operational readiness- Reviewed capacity planning needs with operations leads when targeting project timelines as well as saves to FTE including impacted financials- Partnered with training and IVR teams to build infrastructure to support project implementation- Executed the implementation of a national multi bank strategy for person to person funds transfer system that is now a national brand

Florence, Kentucky

- Leader of 25 call center associates- Focus of service quality and customer satisfaction to meet operational metrics- Project management support for various business needs- Developed and retained talent across the broader line of business- Outside the box thinking developing new associate call flow and motivating associates- Managed remote home associates as well as onsite staff- Promoted 50% of direct reporting team within 1 year

Florence, Kentucky

- Launched a new business process to the physical site as a key stakeholder from hiring and developing teams to establishing infrastructure and creation of policies and procedures- Lead a team of frontline auditors as well as co-leading offshore teams- Developed new audit process which allowed for a more efficient customer experience- Developed a detailed process training and facilitated this training to over 90 associates and frontline managers

Florence, Kentucky

- Trained new hire as well as internal classes for multi-channel businesses- Communicated with senior leaders regarding class issues and provide recommendations for solutions- Proven success with launching new business initiatives- Assisted in creating and designing new training elements for new content

Florence, Kentucky

- A top performer in a diverse sales and service matrix tracking system- Assisted manager with various specially assigned projects for sales management, staff engagement, team motivation and sales tracking- Provided support with new hire training and the on boarding process- Mentored new hires as well as existing Personal Bankers to drive customer satisfaction and sales performance

Bachelor Of Science - Bs, Bible/Biblical Studies

Activities and Societies: - College of Adult Learning - Online/Virtual mixed with on site courses

Bible/Biblical Studies

Activities and Societies: - Student Council - Student Council Chaplin - Nutrition/Food Committee President