Kim Ogletree Email & Phone Number

San Francisco, Ca, Us

As the Chief Customer Officer, I am responsible for the post sales, end to end customer experience. Client Service teams includes Professional Services, Customer Solutions, Customer Success, Customer Support Engineering (CSE), Program Management Office (PMO), and Network Operations Center (NOC). Wins include design and implementation of the global NPS strategy, NPS performance increase of 13% within 12 months, and roll out of an executive CX Council designed to prioritize and address primary drivers behind negative customer experiences. Developed a follow-the-sun security support model designed to increase the product portfolio. Architected and implemented the Account Management and Technical Account Management strategies designed to retain and grow Enterprise customers billing $100k+ in monthly recurring revenues. Wins for this base include an NPS score of 80+ globally, <1% annual churn, and 120+% account growth protecting Fastly revenue.

Santa Monica, California, Us

Responsible for every aspect of the Customer Support Call Center Operation including the design, project management, and execution of a multi-layer omni-channel, 24/7 support model. Responsibilities include process design, customer experience management, staffing & efficiencies, $22M annual P&L, domestic and off-shore oversight across multiple outsourced and O&O centers. Accomplishments include driving strategy behind transactional NPS ratings that led to industry high of 59% and First Call Resolution rate improvement to 80+% while realizing 350% growth year over year.

El Segundo, Ca, Us

Customer Experience Management Director 2015-PresentDirect all aspects of the Sales & Service management practice model leveraged within owned & operated and vendor partner sites impacting more than 30k agents and 3k coaches. Responsible for the design and implementation of the customer experience call flow expectations and the management practice operational rhythm. Responsibilities include designing, instituting, and measuring the success of leadership tactics and the subsequent impacts on key performance indicators. Also responsible for evaluating customer experience performance data to proactively identify improvement opportunities and to develop recommended solutions. Fostering an environment of continuous improvement and innovation with partners across all programs has been key to delivering successes including a +25 pt. NPS lift across sales center retention programs. Additional wins include concept to implementation of a revised routing strategy based on Voice of the Customer survey data designed to improve installation rates that when fully realized will result in $8.4M in incremental revenue. Customer Retention Sales Centers 2011 - 2015Directed the Sales Center Retention programs including the Movers Program, Sales Support, Reconnects, and the International Language Group. Responsible for execution of all proactive and reactive churn campaigns that spanned across 12 vendor sites with full responsibility for performance of over 2500 agents. Accomplishments include recipient of the CX Champion award presented by DIRECTV CEO Mike White for working cross-functionally with field operations to improve the customer experience resulting in an activation rate lift of +5.8% and 2800 incremental activations.

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CALL CENTER OPERATIONSCall center expert with experience in managing in house and outsourced operations. Proven ability to continue to exceed Sales and CSAT targets while streamlining operations and reduce operating expenses. Diverse call center expertise ranging from Credit Risk Assessment, Fraud Prevention, Billing, Program Management, and Customer Retention. Responsible for Customer Care Program Management, Fraud Prevention, Credit & Risk Assessment. Additionally responsible for defining and communicating automation requirements to I.T. on behalf of the Customer Care and Sales Organizations. KEY CONTRIBUTIONS • Reduced shrinkage by 12% while simultaneously reducing AHT by 18% within 6 mos • Led retention strategy to improve customer save rates of 5+% of total calls among 2 sites with 500+ headcount• Initiated and operated cross-functional committee focused on reducing inbound calls which resulted in a 7% reduction of base contacts• Collaborated with marketing to developed in-box quick start material to enhance the “plug and play” experience and reduce inbound calls within the 30 day cohort base. Reduced Customer Care costs by $450k annually• Reduced customer care calls by 12.5%, saving 10.5million annually through a web & IVR enhancements to automate customer interactions.• Executed wholesale customer retention win-back strategy; resulted in successfully retaining 12% of customers who had recently churned.• Facilitated high risk churn customer loyalty campaign; increased customer re-contract rate by 7%

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Credit & Sales Support/Fraud Prevention 2006-2008Recruited to build a Credit & Sales Support organization from the ground up. Responsible for spearheading the successful implementation of credit checks including vendor selection, development of I.T. business requirements and building all related support processes and KPI measurements.Added responsibility to create a Fraud Prevention Team focused on pre and post activation reviews. Developed a successful strategy that included accountability at the Local Market level as well a streamlined approval process to reduce customer risk. Additionally implemented an automated process to proactively identify accounts that contained classic fraud indicators resulting in reduced write-off dollars by over $150k the first year of implementation.Care Program Management Team 2008-2010Led the Customer Care Program Management team to oversee all customer impacting initiatives from concept and approval to implementation. Projects included base calling reduction by successfully launching a refaced IVR focused on self help and direct campaign routing, FCR survey implementation, pre-paid "Rover" support implementation and Mobile Voice product support development. Programs collectively reduced costs by over 10.5million annually and reduced monthly voluntary churn by .25% of base.Customer Retention 2010 - PresentRecruited to refocus the Customer Retention organization and dramatically improve sales performance of retaining customers. Created new sales strategy and commission compensation plan to align with new KPIs, paired with marketing to implement winning offers to retain customers, developed "cost per save" standards to ensure controls associated with give-a-ways and created a culture of accountability. Consistently exceeded sales targets. Successfully launched cross-sell program to bring in additional $900k in annual revenues.

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Led all aspects of sales support operations including hiring and development of 100+ Partners within Credit, Activations, Sales Support, Executive Escalations and Partner Phones teams and Credit Vendor Management. Developed internal processes impacting internal customers, ensuring efficient and accurate workflow. Cultivated relationships with key sales executives to assess and ensure national marketing needs were met. Improved departmental efficiencies; reduced headcount by 50% within 24 months, increased department productivity by 40%, and consistently met service level standards. Developed close working relationship with Finance, ensured charges properly allocated across budget and reduced department Cost Per Gross Add from $12 to $5.

Managed a high-volume workload within a fast paced environment. Resolved an average of 300+ inquiries in any given week and consistently met performance benchmarks in all areas.Helped company attain the highest customer service ratings-- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.Handled second level escalated calls transfered from customer service agents responding to billing disputes, advanced troubleshooting, and correcting policy errors. Additionally, used consultative selling techniques to provide leads for telesales personnel.