Responsibilities include oversight of the Client Support team, processes/people/technology, with a focus on improving satisfaction and streamlining processes.● Lead team of Tier I and II representatives to ensure all contacts are handled while delivering superior customer service● Monitor Client feedback for actionable insights to improve the Client experience● Streamline Enrollment & Onboarding functions and processes● Third party application integration into Tail Light Applications● Escalate and prioritize software defects and track through to resolution ● Collaborate with cross functional teams (Engineering, DevOps, Design) to ensure Client concerns are addressed

Responsibilities included oversight of contact center and mystery shop vendors● Daily engagement with contact center vendor to ensure delivery of operational expectations as well as overall contract commitments● Design and produce guest insight reports to Marketing, R&D and Operations focusing on promotions, loyalty program, menu innovation and operational opportunities● Responsible for mystery shop program including vendor management, evaluation content and weekly/monthly reporting to share opportunities for improvementKey Accomplishments● Transitioned to new contact center provider and CRM solution ensuring best in class service and platform to provide actionable insights to the business. This implementation happened without disruption to the business and under budget. ● Workflow processes within new CRM reduced handle time by 30 seconds, and on track to reduce another 30 seconds during its second year with additional enhancements.● Implemented internal knowledge management tool to ensure consistent and accurate information is provided to Guests. Knowledge base was built considering external facing component could be turned on to promote self-service in the future.● Created Guest Relations training curriculum, standard operating procedures and job aids.● Conducted extensive analysis to recommend improvements to Guest facing technology resulting in 25% reduction in contact volume.● Developed and implemented mystery shop program that aligned with the service model, rather than tactical execution of the visit. ● Managed roll-out of new in-restaurant music vendor in 545 restaurants to ensure in-restaurant music is on brand to create a socially engaging atmosphere.

Responsibilities included oversight of daily operations, escalation management, fulfillment, knowledge management, quality/insights reporting and vendor management● Managed team of internal reps and every aspect of the contact center operations. 11 reps handled 250,000 contacts annually.● Transitioned in-house team to external vendor managed contact center.● Managed partnership to ensure delivery of day-to-day operational expectations as well as overall contract commitments.● Closely monitored escalation management process to ensure timely resolution of critical consumer complaints.● Delivered quarterly consumer insights presentations to marketing teams focusing on advertising, promotions, package design and product innovation.● Responsible for producing ongoing reports such as Performance Scorecard, monthly status reports and Service Level Catalog updates.● Continuously fostered key relationships with business stakeholders to ensure timely exchange of information between consumer relations and the business.Key Accomplishments● Key leader during the separation from beverage business for consumer relations team, including separating vendor contracts, implementing new CRM software for stand-alone business and coordinating physical move to new location.● Managed outsource initiative for consumer relations, including vendor selection, contract negotiation and development and delivery of training program.● Implemented robust data accuracy program.● Assisted in the implementation of online knowledge base tool and product locator IVR to promote self-service.● Collaborated with Quality, Legal and Corporate Communications to handle 3 product recall situations, developing a strong understanding of crisis management.● Delivered customer service training program to Business Services organization.