Erin Tillery Email & Phone Number

Pittsburgh, PA, US

Pittsburgh, Pennsylvania, United States

• In this role, I have the responsibility to direct and mentor a high-performing team of QA Program Managers and 300 BPO team members in a fast-paced startup environment. My focus is on fostering a culture of continuous.
• Guided the team to surpass quarterly targets by 31% through a collaborative, goal-oriented approach to performance management.
• Decreased customer churn by 5% by coaching and empowering employees to take full ownership of their responsibilities.
• Elevated operational performance by 25% through the implementation of QA scorecards and metrics aligned with industry standards such as COPC and Lean Six Sigma.
• Leveraged insights from QA data to enhance customer satisfaction scores from 63 to 78 and raised the Net Promoter Score (NPS) from 14% to 25%.
• Halved manual QA efforts by strategically implementing automation and QA tooling strategies, resulting in significant time savings and a reduction of $500 in annual costs.

Pittsburgh, Pennsylvania, United States

• Here as a senior service excellence manager, I coached and empowered a QA team while collaborating with executives to develop effective program frameworks that ensured successful delivery in a rapidly expanding.
• Managed and executed multiple key projects that drove continuous improvement, increasing customer satisfaction by 20% and improving quality and transaction accuracy.
• Developed and enforced quality management procedures that elevated customer satisfaction scores from 42 to 76, while ensuring adherence to performance excellence standards.
• Designed a business performance strategy focused on flexibility and adaptability, enabling the team to effectively meet evolving customer needs while surpassing objectives.
• Introduced a recognition program to celebrate team achievements, boosting morale and fostering a culture of excellence and collaboration.

Pittsburgh, Pennsylvania, United States

• At Loancare, I managed a team of Customer Service Representatives (CSRs) at a newly established call center focused on the mortgage industry. I continuously improved audit and monitoring procedures, enhancing.
• Elevated customer satisfaction ratings from 62 to 65 by closely monitoring and assessing Call Center Representatives' interactions to ensure exceptional service.
• Identified and addressed compliance issues, resulting in a 5% decrease in regulatory violations and improved operational efficiency.
• Reduced employee turnover by 3% through effective leadership of customer service representatives, focusing on productivity, collaboration, and ownership.

Pittsburgh, Pennsylvania, United States

• During this tenure, I initiated the rebuilding of the Quality Assurance program, showcasing my commitment to operational excellence. This effort led to my oversight of all call center operations and staff, where I.
• Earned recognition for expanding the Call Monitoring position, successfully presenting a business case that enhanced organizational outreach capacity and resulted in a promotion to report directly to the VP of.
• Enhanced contact center team performance by organizing strategic call listening sessions for both new hires and team members on Performance Improvement Plans, fostering continuous improvement.
• Conducted regular one-on-one sessions with direct reports and facilitated skip-level meetings to promote open communication and team development.
• Received commendation from the CEO for driving a 20% sales increase within the first 30 days of assuming leadership responsibilities at the Miami location.
• Introduced tooling efficiencies that eliminated unnecessary overtime and reduced the need for headcount backfills, optimizing lean operations and leveraging available tools.