Senior Manager Of Customer Care, Priority Service
CurrentLaunched the first Priority Service Queue serving high value customers in the Northeast Division with a focus on improving the on-boarding experience for customers. Continuously assessing operational processes and orchestrating change management initiatives to increase efficiency and close service gaps in the customer experience.Accomplishments include:- Improved First Call Resolution score from 74.3% to 79.0% (6.35% improvement)- Reduced on-boarding call in rate from 4.2 to 2.9 (31% improvement)- Developed and implemented best practices for cross functional support of NED’s first call sharing queue (dispatch, collections, tech ops)- Improved Net Promoter Score to a high of 13.5% in April 2018- Increased Transaction Sales Rate performance from .06 to 1.4 (133% improvement)
