Julie Kaur (Fcxp (Cx-I) (Cx-Ii) Mba Email & Phone Number

Sacramento, California Area

With the goal of delivering the best customer experience across all touchpoints and interactions. Drive change across the organization in accordance with the CX Vision and roadmap. Ensure that all CX projects are implemented and validated by stakeholders. • Review customer feedback (via surveys, focus groups, etc.), analyze it and then work with stakeholders to design specific practices to improve future experiences• Create, execute and deliver a strong internal client engagement strategy. Includes execution of services provided, formal and informal client check ins, onboarding, partnership reviews and delivery of other value added services based on mutually agreed upon engagement plan with the client• Leverage CX research and insights to understand and communicate throughout the organization how future-state experiences benefit customers and the organization and solve current-state problems• Identify policy, processes, and interaction opportunities to drive meaningful improvements to issue resolution, improving customer satisfaction, effort and building loyalty• Manage the identification and mitigation of project issues, risks and project files• Manage the development and delivery of communication (communicate project information with project team(s), business leads and stakeholders)• Participate in requirements gathering and strategy development; provide consultative advice on all customer facing projects and impacts• Collaborate to integrate different ideas and perspectives, effectively communicate the benefits of new CX designs to business partners and stakeholders• Create formal networks with key decision makers and influence senior leadership in the prioritization of CX projects.• Communicate CX projects and initiatives to executive team• Lead CX ecosystem assessment and improvement efforts. Drive CX maturity model within the organization by creating CX roadmaps, VOC program with key measurements and insights to improve customer experiences.

Sacramento, California, United States

• Managed, planned and organized the operations of business services shared services unit. Point of Contact for a variety of shared support services, collaborating with various business partners• Responsible for managing Shared Services for Northern Locations. Launched and implemented Shared Services in seven Northern California locations.• Hired and trained a team of twenty-two staff members, managing both onsite and remote employees• Led in developing processes, procedures and job aids to create consistency, efficiency. Drove customer survey results from 85% to 100%• Project managed and designed Plan on customer portal for Shared Services, increased utilization from 30% to 95% within 6 months. Managed budget, communications and training for all employees and customers• Partnered with learning and development to design training in MyStatefund career to ensure and manage change management and transition for Plan on Portal to increase customer self-serve transactions• Delegated by Programs Vice President to project manage email management project for the whole organization, focusing on change management• Manager organization wide projects in partnerships with facilities management

Rancho Cordova

• Designed and executed cost savings/work load reduction strategies in 500 person department that resulted in significant YOY savings: $1.09 OT savings, +3.8% service level increase and 2K hours reduction of intra-departmental support, all with headcount reduction of 125 people• Managed complex and confidential large scale workforce transitions, 1000+ impacted (closure and relocations) from headcount, budget, HR assets, communication and logistics for six directors/VP. .• Utilized Six Sigma approach on process and cost reduction initiatives. Drove customer defect results from 70% to 98% in 600 person department• Project managed large scale (500+) workforce transition (closure and relocation) and creating of new technical support workforce. Designed strategy for technical support teams, transforming existing groups improving customer experience. Impacted 167K customers’ accounts and 190K calls/monthly• Designed and implemented transformation of 700+ offline business department across nine centers/five directors, which included large scale alignment of processes, performance agreements/metrics and system consolidation• Developed, motivated and advanced multiple direct/indirect reports, both onsite and remote into leadership roles via utilization of strengths and actions plans for opportunities.

• Managed team of 8 Managers/Consultants in building technical support call center, designed all routing, training, performance appraisals and decreasing calls by 5%.• Designed routing strategy based on skillsets and operating systems to reduce calls, increase customer satisfaction, managing 30+ projects yearly with a goal of saving department 1M annually.• Conceptual planning and problem solving. Focus on first call resolution saving 200K annually by decreasing follow up calls, improving trouble shooting guides to resolve technical issues.• Created Performance Appraisals for technical support front line representatives, reviewed patterns and recommended new metrics as business needs required.

Folsom

• Lead the Folsom call-center organization of (150-200) taking inbound and outbound calls across several geographies managing fortune 500 customers with tier 4 issues and exceeding Key Performance Indicators• Increased SL from 92% to 97% by reducing absence and increasing productivity.• Accountable for training of 200 staff and developing 10 supervisors, providing regular coaching sessions.• Partnered with Human Resources in addressing employee concerns and feedback, decreasing absence rate by 2% and increasing service level and efficiency and customer survey results from 59% to 64%.• Experienced in presenting to senior management and leading in a highly-matrix organization and managing cross-site and cross-division relationships across various teams spread across several geographies

• Successfully led the operational functions of 1200 employee call center. Highest Performing Customer Service Center nationally, • Managed a team of 30 direct reports comprising of supervisors, consultants, coordinators and analysts who were responsible for various work groups such as Quality, Attendance, Employee Engagement, Reporting, driving all metrics to exceed goal.• Monitored team-development including recognition programs, engagement programs and career succession programs increasing morale, increasing employee satisfaction.• Well-versed in Human Resource policies including hiring, attrition, medical leaves, and payroll• Effectively delegated to appropriate direct reports, utilizing skills and closely managing projects to ensure all timelines were met.• Daily management and development of the call center operational initiatives to flawlessly execute on productivity, quality, and employee relations standards.

• Led a team of 25 employees and successfully led the operational functions of Folsom Telesales call center consisting of 500 employees.• Responsible for managing calls/traffic, inbound sales, loyalty, outbound sales, temporary and permanent hiring.• Prepared all presentations for executive reviews, managing all action plans and deadlines.• Proficient in working with HR for all employee-related issues and staffing resources across the enterprise, scheduling for all employees ensuring service levels managed and sales quota met with sufficient staff.• Created all internal employee communications, recognition programs, contests for positive culture/morale

• Led a team of 30 coordinators and consultants to manage fraud, auditing, reporting and resource team.• Decreased fraud saving 200K annually in device fraud by creating processes and audits on high risk orders.• Managed internal control deficiencies and make appropriate recommendations and process improvements.• Worked with HR, Corporate Security when conducting confidential fraud and compliance investigations including resolving any area-specific business/finance/operational issues.• Experienced in presenting to senior management for operational reviews, reports monitoring outcomes, evaluations of financial, legal compliance controls and fraud risk factors.

Master Of Business Administration (Mba), Global Innovation

Bachelor Of Arts (Ba), Organizational Communication, General