Justin Defries Email & Phone Number

Bellingham, Washington, United States

• Cultivated strong relationships with department heads, aligning QA objectives with broader business goals, and fostering a spirit of cooperation across teams. Increased adoption of system tools (iPerform) from 12% to 80% through education, follow-up, reporting, and analytics• Delivered weekly regional and site level NPS insights, aiding directors in performance reviews and presentations to Senior Vice President.• Developed strategic approach and project management utilizing analytical studies to guide quality specialists from listening to calls to identifying key behaviors while meeting deadlines.• Skillfully managing and expanding analytical tools, incorporating new platforms, and integrating conversational intelligence technologies to stay at the forefront of performance enhancement.• Generated, examined, and presented insights on diverse subjects, contributing to enhanced customer satisfaction and overall performance enhancements.• Led 5G troubleshooting process creating massive approach change in call handling specifically for Sprint Migrated customers• Coordinating calibration sessions to establish uniform assessment standards, ensuring that all team members align with the company's high-quality expectations.

• Exceptionally strong and demonstrated experience leading quality, performance and process improvement efforts in a changing delivery system. Directed and managed project initiatives involving Tech Experts.• Established creative solutions, boosting morale and performance opportunities, including creating partnerships between ECS, RF Engineering, and Tech Experts.• Initiated pilot program aimed at bolstering resources for Tech Experts, elevating technical expertise within TEX Leadership• Served as Revenue Ambassador for Bellingham site, bringing new life and renewed focus on revenue driven metrics and incentives.• Launched Global Care Service Partner (iQOR) site in Makati, Philippines – Led training and development of wave 0• Ensured plans and roadmaps executed on policies and goals, provided supervision, and managed operations, staff, and program of departments in partnership with leaders.• Planned and oversaw policy and data research and data collection for team strategies, aligning with department and site needs, including best practices, and equity and customer centered focus. • Provided specialized expertise and recommended policy changes to address emerging trends.

Bellingham, Washington

• Managed growth and advancement of 15 representatives responsible for maintaining high-value government accounts at T-Mobile (<$500K spend / year), improving performance, transitioning team from low performance to achieving recognition as top-performing team for 10 out of 12 months.• Coached and developed team members, promoting 50% within 12-month period for excellence in performance.• Identified and solved gaps in business efficiencies through proposal, pilot, implementation, and sustainment of 7 associate analysts responsible for sophisticated reporting and process document improvements within department.• Redesigned internal audit program to align with Un-carrier’s customer experience focus, heightening productivity and increasing levels of employee and customer satisfaction.• Led redesign, implementation, and sustainment of call handling and escalation process for VIP account types, fostering immediate attention and rapid resolution for high valued customers.• Uncovered and exposed $12M revenue leakage, enabling prompt corrective measures and contributing to improved financial performance.• Named Top Specialty Coach in Nation by Senior Vice President for the year 2016.• Launched service partner site (Alorica); becoming main point of contact for Operation and L&D Support

• Developed and implemented customer care strategies resulting in continual increase in overall customer satisfaction through net promotor scores and voice of the customer surveys. • Conducted regular performance evaluations, coaching, and training sessions to enhance team performance.• Effectively resolved escalated customer issues• Implemented efficient call monitoring and quality assurance processes, improving service quality year over year.• Oversaw daily operations, including workforce management, scheduling, and resource allocation.• Collaborated with cross-functional teams to improve product knowledge and service consistency.• Analyzed customer feedback and data to identify trends and implement process improvements.• Managed customer care metrics, consistently achieving or exceeding KPI targets• Maintained up-to-date knowledge of industry trends and best practices to drive continuous improvement.

Coursework, Accounting

Diploma, General Studies