Joanne Wolf Email & Phone Number

Philadelphia, Pa, Us

Led and developed a new team focused on learning engagement and adoption across all customer-facing functional areas. Leveraged data to identify gaps, remediate, and reinforce to improve adoption via employee education, tool performance effectiveness, and adoption metric measurements. Partnered with divisions to align on key adoption measures and tactics. Built learning into tool applications and identified and addressed gaps in existing tools serving as barriers to adoption.• Developed new organizational structure and onboarding for productive team in less than 90 days.• Identified opportunities to improve business realization benefits of key company investments in tools, technology, and quality. • Leveraged learning and content resources to improve employee engagement and adoption of key business strategic investments.• Developed five-step process serving as foundation of engagement model to improve adoption.

Philadelphia, Pa, Us

Selected by senior management to lead enterprise-wide quality and performance management transformational effort, including all customer-facing teams across all functions. Led this multiyear initiative to consolidate 20-plus programs into one single set of behaviors. Moved organization to behavior-based quality and coaching strategy across three divisions and national teams.• Developed ecosystem to support eight behaviors and embed each into organization (i.e., people, processes, tools, culture, etc.).• Deployed enterprise employee and customer engagement programs cross-functionally across 85,000 employees in highly matrixed organization foundational to supporting NPS improvement efforts (to include strategy, governance, and change management for Behavior Strategy, Behavior Automation, and Performance Management and Coaching). • Established performance-driven culture via behavior integration into NPS huddles, communications, coaching, career advance/score cards, and rewards and recognition. • Reinforced senior leadership buy-in and garnered support of behavior-based quality. • Deployed behavior automation across all contact center employees and business partners, resulting in proven business benefits to include elimination of manual evaluations, with operating expense savings of $7M enterprise wide as well as correlation between behavior demonstration and KPI Improvement.• Completed validation of behaviors through NPS insights, initiating and leveraging JD Power relationship. Determined successful execution of behaviors impacted JDP index by 600 points.• Increased machine learning volume/insights from less than 1M in 2019 to more than 124M interactions reviewed in 2021.• Served as member of team selected as finalist in Circle of Success 2021.

Stamford, Ct, Us

Directed and managed all company-wide customer care, quality, coaching, and customer satisfaction programs, including integration and leveraging of tools and resources to identify actionable insights to execute best-in-class service delivery experience. Worked in highly matrixed organization. Focused efforts on change management via deployments and program sustainment efforts. Partnered and worked with multiple levels of leadership across organization. Led and developed team of six direct reports.• Led rollout of" “Compass” call quality monitoring program across TWC Enterprise in CARE, chat, and vendor sales, resulting in 60% favorability rating with employees over prior program and 26% increase over baseline. • Drove development and launch of standardized coaching strategy and platform, which improved coaching session execution by 50% over life of program as well as enhancing coaching effectiveness by 10.6%.• Improved vendor quality management and executional effectiveness, resulting in savings of $3.5M. • Standardized executive escalation process across TWC to improve resolution, root cause analysis, and employee feedback.

Stamford, Ct, Us

Provided and facilitated overall strategic direction and management of all regional quality and customer satisfaction programs, including CSAT, NPS surveys, QA processes, speech analytics, and employee experience initiatives. Drove and implemented quality program standardization and integration to improve customer satisfaction.• Drove and facilitated development of enterprise coaching strategy, including pilot implementation and rollout of NICE Performance Management System.• Developed, piloted, and drove executional support of “Compass,” behavior-based call quality monitoring program, including diagnostic reporting and analysis to measure behaviors for ongoing KPI.• Developed and launched speech analytics business platform generating sustainable savings of 29 seconds of average handle time via changes to account security guidelines.• Implemented market listening session strategy leveraging speech analytics to net quantifiable improvements in frontline performance and business processes and procedures. • Standardized CSAT Business Platform across enterprise to 10-point scale across multiple functional areas.

Columbus, Ohio, Us

Led contact center operations sales and service with two locations; supported 450 employees and $24M annual budget. Managed and executed implementation of “Optimizing the Customer Relationship” performance development program, increasing cross-sell referral to call ratio from .05% to 2.3%.

Stamford, Ct, Us

Directed and managed all customer operations activities for virtual operation with multiple call center locations; supported 400 employees and $24M annual budget.Executed the development, design, budget, construction and opening of a new 350-seat call center in Zanesville, Ohio.

•Direct 2 national call center operations with responsibility for 290 employees and $14 million annual budget

•Directed expansion to multiple site outbound sales operations in 4 cities to support expanding customer base •Developed call center sales programs to support advanced product launches andremarket activities•Vendor Selection, development and support of Outbound Call Center Technology

•Expanded start up 28 seat operation to 72 seat successful outbound business