Lawrence Flitton Email & Phone Number

Cape Coral, FL, US

As Director of Operations and Patient Experience at the Joint Relief Institute, I oversee the call center's strategic management and daily operations, ensuring seamless integration of customer experience initiatives with organizational goals. My responsibilities include developing and implementing processes to improve service delivery, coaching strategies.

An accomplished strategic leader with international experience in IT, WFM, process improvement, pricing, contracts, BI, and customer success. I have a strong track record of improving service levels and quality through Six Sigma and Vital Factor management processes. I excel in team growth, client satisfaction, and reducing attrition. My expertise extends.

Developed home warranty service plans and contact center strategies or key clients. I've created go-to-market strategies, customer contracts, and launched customer service departments with strategic reporting platforms. My negotiation skills reduced costs of goods sold through key contracts with national manufacturers. I've also designed long-term customer.

Managed cross-functional teams, earned recognition as an industry thought leader, and received multiple awards. I established a data analytics system and implemented the Vital Factor process. I consistently exceeded inside sales targets, increased profits, and achieved recognition as the best regional warranty company for multiple years. I also improved.

- Elevated operational performance of the customer service department through leadership and strategic direction of 145 employees across customer service, sales, and marketing. - Recognized as one of the most highly regarded regional warranty companies in Mountain West after implementing new strategies focused on contractor quality measurements.

- Reorganized team to prepare for customer growth, creating the company’s first customer service training manual. Launched a quality department focusing on delivering measurable service performance, including interactive reporting to facilitate team member accountability.- Enhanced soft skills, augmented product knowledge, and expanded brand awareness via.

- Call center clients included eBay, PayPal, The North Face, Toys R Us, and Office Depot. - Established operations and customer teams at five U.S. locations, India, the Philippines, and Costa Rica. Liaison for eCommerce clients.- Increased The North Face’s inbound sales by 11% by asking the client to provide the entire product line and creating a learning.

Business Administration And Management

Technical Sales & Service