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 improvement and excellence. I collaborate with executive leadership and program stakeholders to design and implement robust frameworks that ensure successful project execution.By analyzing performance metrics and industry trends, I provide actionable insights and strategic recommendations to senior leadership, driving informed decision-making and enhancing overall operational effectiveness. This collaborative approach not only strengthens our team's performance but also supports the organization's growth and success.Below are my key accomplishments that I attained:• 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 startup. By providing critical feedback and trend analysis to executive leadership, I enhanced decision-making and strategic planning.My efforts led to a promotion to lead program management, where I focused on optimizing costs, schedules, and quality through the implementation of key performance metrics. As a key liaison for executive leadership, I drove initiatives that supported operational excellence and revamped functional objectives and policies to promote collaboration across cross-functional teams. This holistic approach helped create a cohesive environment that fosters innovation and efficiency.Below are my key accomplishments that I attained:• 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 operational efficiency and effectiveness. By assessing department workflows and their impact on performance, I implemented new processes and strategies to drive operational excellence.To minimize misunderstandings, errors, and discrepancies in customer interactions, I created detailed quality guidelines and procedural manuals. This proactive approach not only streamlined our operations but also ensured a consistent and high-quality customer experience.Below are my key accomplishments that I attained:• 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 provided regular updates to executive leadership on performance metrics and initiatives.I strategically managed schedules and staffing based on volume forecasts, ensuring the consistent delivery of superior customer service. This proactive approach not only optimized our resources but also reinforced our dedication to maintaining high service standards.Below are my key accomplishments that I attained:• 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 Operations.• 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.