Isaac Hanson Email & Phone Number

San Francisco, California, Us

Responsible for outsourcing customer service strategies, business relationships, and new initiatives for outsourced operations partners. This includes interacting with multiple international partners in contract discussions, risk management, price negotiations, stakeholder management, and regulatory compliance. Dedicated to ensuring business partners are engaged, efficient, and operating in the best interest of the business.

San Francisco, California, Us

It's an honor to work amongst the great talent here at Varo. As the Voice of Customer Manager, I am passionate about creating a first class customer experience, leveraging technology to reach new heights of operational efficiency, and collaborating across departments on innovative projects. ● Create the first Voice of Customer team at Varo Bank aimed at providing a better overall customer experience through researching multiple channels of customer feedback (NPS, Social Media, Complaints, app reviews, and first hand customer interactions) to understand customer pain points, consolidating data rich information into easily digestible overviews, and presenting findings routinely to company executives and high level leadership throughout the company● Create Varo's first Customer Care Servicing Ethos model, iCare, which focuses on creating relationships with customers through Building Trust, Clearing the Path, and Looking forward to create a unified customer experience with a customer service team that spans across three countries● Reduce Customer Service complaint errors by 45% in Q1 of 2023 by establishing a feedback process between Customer Advocacy and Customer Service that created visibility and accountability ● Organize business case for additional headcount to support the Voice of Customer team in performing further customer research and leveraging subject matter experts that have first hand experience with our customers, processes, and procedures to provide meaningful and data driven guidance that is shared with high level leadership to inform strategic business decisions and initiatives ● Decrease operational costs under voice of customer umbrella through restructuring two teams (Social Media and Email Escalations) into one unified Digital Escalations Team by creating new job descriptions, schedules, and performance KPIs, allowing for enhanced customer coverage and an FTE cost reduction of 20 percent

San Francisco, California, Us

● Drive team engagement by creating a culture of responsibility, transparency, and communicating with vulnerability so that my team can maintain a feeling of belonging in a virtual environment● Navigate crucial conversations with leadership, peers, and my team by keeping dialogue constructive, while maintaining the integrity of professional relationships, so that meaningful development can thrive ● Passionately lead a team of 20+ call center agents by proactively focusing on agent development from three angles: leading agents through their opportunities for learning and growth, engaging with agents personably to spark the intrinsic desire for performance, and identifying obstacles in the path of success that can be removed by leadership to make the lives of agents easier, leading to the highest performing team in ops in Q3 of 2021● Spearhead the onboarding of Airtable, a third-party relational data base management system (RDBMS), by strategically collaborating with operations leadership, legal, IT, and third-party vendors to successfully roll out a system that has allowed the company to standardize Operations policy and procedures (including agent scorecards, QA management, all agent records (1:1’s, career development, written warnings) along with increasing Varo’s Team Lead FTE capacity by 12 percent

San Francisco, California, Us

● Recognized as the first recipient of the Ops Props award for MS Care Champion after being ranked as the top performing agent on the floor after six months of employment ● Supported the development of a new Member Support omnichannel, Chat, by working collaboratively with peers to establish best practices and procedures● Assisted in the successful launch of a new business partnership by facilitating LendingClub’s first international new hire class for Member Support in Kingston, Jamaica ● Mentor new hires using the Grow methodology to support individual success and to build self-reliance

San Francisco, California, Us

● Retrieve, analyze, and report on large quantities of data to transform the loan life cycle by eliminating defects, enhancing the member experience, and creating process optimization● Create business cases using data visualization to help leadership make data driven business decisions● Evaluate the effectiveness of multiple channels of communication to collaborate on which channel to grow, leading to the expansion of a chat channel across the loan life cycle based on first contact resolution, member experience, and cost effectiveness ● Produce innovative solutions to meet operational goals by collaborating with business partners on top pain points across departments to eliminate defects in the process, create new channels of communication between different lines of business, and restructuring department polices● Extensive experience managing through change, including assisting with the relocation of operations from California to Utah, establishing new lines of business, and remotely deploying all of operations during the COVID-19 Pandemic

Salt Lake City, Utah, Us

● Effectively communicate through written and verbal channels with peers, employees, and key stakeholders in order to meet delivery deadlines, reaching an average of 97% with a company average of 93%● Utilize AS400, Microsoft Excel, and project management skills to determine the scope of each order, manage the process, mitigate risks, and ensure that key deliverables are met● Solve complex problems and prioritize the most immediate needs in order to ensure the successful management of 100 to 110 professional truck drivers● Train and develop new employees in order to promote growth, increase retention to an above company average, and reduce the cost of losing employees

Sandy Springs, Georgia, Us

● Onboard new hires utilizing corporate provided training materials, utilizing a “tell, show, do, review” method that would lay the foundation of the quality of work expected, increasing speed to new hire productivity ● Manage a team of delivery drivers and in shop employees by matching my leadership style with the development levels of employees in order to provide guidance that would properly resonate and encourage them, resulting in continuously successful closing shifts● Drive higher store sales and reduce operating costs by collaborating with store management on setting clear operational goals during weekly manager meetings● Resolve customer complaints in real time through listening clearly to their needs, addressing the root cause of the problem, and following up in order to gain return customers