Josephine Sierra Email & Phone Number

United States

United States

Tucson, Arizona Area

Tucson, Arizona Area

Tucson, Arizona Area

Introduced end-to-end customer delight strategies by leading and developing high performing team of change agents and analysts to drive excellent execution. Utilized customer voice to identify customer and process pain points to reduce workflow disruptions. Collaborated with key business partners to identify, assess, and resolve complex business problems. Clarified system, workflow, and process needs of senior management to understand project desired outcomes. Identified and analyzed disparate data sets prior to extracting and restructuring essential data. Implemented workflow solutions and modified data sources to meet objectives. Led focus groups with global partners, including front line agents, SMEs, Tech Leads/Coaches, Shift Managers, and Deputy Managers. Managed team of business analysts.

Tucson, Arizona Area

Guided data creation, data maintenance, and analysis processes to produce relevant ad-hoc data queries and self-serve production reports. Identified and incorporated system enhancements to optimize workflows. Performed root-cause analysis on large amounts of data, summarizing, and documenting results. Orchestrated special data management functions that involved retrieval, preparation, processing, manipulation, and management of data and databases.- Selected to introduce automated reporting system for contact driver analysis. Defined and executed new process within one week of project start. In 3 weeks, first contact driver reports were automated and available for self-service. Achieved cost savings of approximately $1M, completely eliminating need for outside assistance.

Tucson, Arizona Area

Developed subject matter experts (SMEs) and front line technical support agents by establishing operating mechanisms for knowledge sharing. Identified training opportunities for business partners and encouraged SME leaders to coach and mentor front line employees. Interacted with global leadership on cross-functional projects to drive change. Analyzed business metrics to improve results. Assessed current business processes to recommend changes. Trained business process owners on functionality.- Reduced operational process and communication gaps by setting and achieving significant year-over-year reductions in customer help requests, influencing impactful end-to-end customer experience improvements, and delivering high-quality resources. Regularly interfaced with Intuit global partners to exceed designated targets, improving overall Customer Experience scores from low 60% to over 80% and resolution scores from mid 60% to 80%.- Improved CSAT ratings from low 50's to high 80's, overall satisfaction from mid 40's to low 90's, and net promoter scores (TNPS) from 20's to high 80's. - Conceptualized and launched process for VOC metric tracking, breaking customer responses into "People", "Process", or "Product" specific feedback. Established protocol ensuring customers with concerns would be contacted within 24 hours. Methodology was later adopted company wide.

Tucson, Arizona Area

Applied advanced application and technical expertise to resolve complex customer inquiries in areas of system configuration/setup, product functionality, and bugs/enhancements. Provided in-depth research, data analytics, recommendations, and resolutions to Product Development engineering teams on issue trends affecting customer experience. o Conducted thorough product analysis for Intuit legal counsel, saving $5M in operating costs. Eliminated thousands of product defect calls potentially discovered post launch.o While working on a feature redesign for QuickBooks, encountered and reported design flaw that would have resulted in thousands of costly tech support calls. o Elected to train new call center personnel in Manila, Philippines, performing as lead training while managing 7 individuals.o Created and introduced training materials used to instruct front-line employees and technical experts.

Tucson, Arizona Area

Supervised and coached high-performance team to set and achieve significant year-over-year reductions in customer help requests, influence impactful end-to-end customer experience improvements, and deliver high-quality resources. Used data and root cause analysis to identify customer and process pain points.

Tucson, Arizona Area

Designed and executed initial processes for identification, communication, resolution and trend reporting of product issues for QuickBooks, QuickBooks Enterprise Solutions & Payroll services.

Tucson, Arizona Area

Outstanding results with QuickBooks company file repair, including backup damage, crashed hard drives, password removal services, and files sent from hardware recovery companies. - Developed extensive training material on data file repair, resulting in stronger overall performance for the department and ability to transfer knowledge with ease.- Identified 500+ anomalies in product prior to Beta, resulting in over 200 fixed issue prior to launch.

Tucson, Arizona Area

Provided second tier assistance to front line, focused on resolution of customer data issues such as password removal and data damage resolution.

Tucson, Arizona Area

Provided front line support for customer technical issues with Turbo Tax and QuickBooks products on Mac or Windows platform.