Janet Ahern Email & Phone Number

Boston, Ma

Using internal and external data to map the customer journey specific to the commercial customer base and develop insights for driving improvements.

Massachusetts

Using customer satisfaction surveys, analyzes customer experience data to identify areas of improvement. Manages the development of quality processes to ensure continuous improvement in the delivery and quality of services and customer experience across multiple sites. Understanding business goals, identifying performance gaps, and recommending solutions.

East Greenwich, Ri

Director – Quality Management (Training, Knowledge Management, Customer Experience Management)Employed by MetLife to drive continuous customer service improvement through effective quality management, process optimization, knowledge management, and training delivery for MetLife’s, customer service call centers. Required to create performance standards, metrics, and operational tools to ensure on-going improvements to the customer experience for customers who contact MetLife’s Call Center.… Show more Director – Quality Management (Training, Knowledge Management, Customer Experience Management)Employed by MetLife to drive continuous customer service improvement through effective quality management, process optimization, knowledge management, and training delivery for MetLife’s, customer service call centers. Required to create performance standards, metrics, and operational tools to ensure on-going improvements to the customer experience for customers who contact MetLife’s Call Center. Responsible for evaluating the end-to-end customer experience and implementing action plans to improve performance including, IVR, operational throughput, and follow-up activity. Show less

Project Management, Training, Quality, and Communications Position Summary:Directed and coordinated the activities and initiatives that supported the call centers and accounts processing operations. Oversaw, directed and coordinated support teams including: Project Management, Quality Assurance, Training and Communications that supported the 1,400 member organization in Syracuse, Brooklyn, Long Island, Niagara Falls and Northborough. Used results from customer information and call… Show more Project Management, Training, Quality, and Communications Position Summary:Directed and coordinated the activities and initiatives that supported the call centers and accounts processing operations. Oversaw, directed and coordinated support teams including: Project Management, Quality Assurance, Training and Communications that supported the 1,400 member organization in Syracuse, Brooklyn, Long Island, Niagara Falls and Northborough. Used results from customer information and call monitoring to design training programs to strengthen the performance of Operations and the Call Centers. Used statistical data from quality analysis to improve the quality scores for operations and the call centers across all sites. Worked with external vendors who provided service to Operations and the Contact Centers. Provided training to external vendors and monitor their performance. Show less

Hired to improve the productivity and performance of the Operations Department, Boston and Mid-West locations and develop a business plan to assist with the outsourcing of the Department. Oversight of the Training and Development Department across multiple sites. Ensured that the training efforts were in alignment with and supportive of strategic goals. Managed the life cycle of projects. Managed new product implementation and system updates. Identified the need for new training documentation… Show more Hired to improve the productivity and performance of the Operations Department, Boston and Mid-West locations and develop a business plan to assist with the outsourcing of the Department. Oversight of the Training and Development Department across multiple sites. Ensured that the training efforts were in alignment with and supportive of strategic goals. Managed the life cycle of projects. Managed new product implementation and system updates. Identified the need for new training documentation to augment new products. Responsible for managing the Boston and Mid-west Quality Department. Direct oversight of Pioneer’s Group Retirement Plan Operations, Boston, Mid-West and offshore funds ($2B annually). Initiated organizational and process assessments in an effort to drive change and continuous improvements in efficiency and accuracy. Communicated and consulted effectively with associates and management across business units, work sites and with vendors. Show less

Mba, Business

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