Erin Rocha Email and Phone Number

CUSTOMER EXPERIENCE: Led and collaborated with Operations and Product, Project, and Vendor Management on strategies to design a defect-free, self-serve customer experience. - Decreased contact rate by 36% YoY at a savings of $27/title through lean process improvements and creation of Language Review Team, initiated to ensure consistency and accuracy in customer-facing content. - Created Voice of the Customer program, aggregating and analyzing qualitative and quantitative data from the complete customer lifecycle. Launched “Walk in the Shoes” initiative promoting managers’ awareness of the author environment, encouraging innovation on customers’ behalf. - Owned development and launch of contact metrics deck, including contact rate, which became a key metric used to measure the quality of products and processes.- Defined data retention, file migration, communication, and accounting requirements to transition business from existing platform to new ecommerce site. QUALITY & TRAINING MANAGER: Established strategic goals designed to reduce friction from the publishing experience. Managed team of four quality and training specialists and devised roadmap of quality improvement initiatives to refine customer support and reduce customer pain points. - Reduced overall contacts by 9% ($4K/month) with launch of self-serve help content and cut customer escalation rate by 32% with establishment of internal knowledge base.- Developed and launched training on publishing services in collaboration with global customer service team. Produced sales leads with a qualification rate 240% higher than average across all channels. - Oversaw launch of an associate-driven process improvement pipeline that produced 800+ ideas from associates with a 56% implementation rate and an additional 18% of ideas added to roadmap.- Headed launch of improved analytics dashboard for Sales, Product Management, and Vendor Management, saving ~42 hours of labor/month.

PUBLISHER ACCOUNT MANAGER: Managed book creation process for Amazon Publishing imprint. Directed a team of design and editorial specialists to create high-quality books with on-time publication. - Owned title management of Amazon Publishing’s second-largest (volume) imprint. Met or exceeded all service level agreement goals, submitting 100% of final files to printer on time to achieve planned publication dates. - Oversaw ramp-down of work for 80+ titles and 500+ services to zero within a five-month schedule.

Oversaw title management, from acquisition through production, of Northeast and Mid-Atlantic catalog. Managed a team of eight acquisition editors publishing 200 new titles per year. - Forecasted demand for Northeast and Mid-Atlantic titles based on research, author information, and consumer trends. - Developed and implemented goal plans for under-performing editors, doubling weekly output, measured by number of new title opportunities, signed publishing agreements, and completed author manuscripts.