Maureen Egan Email & Phone Number

United States

The Customer Experience Analyst evaluates our customer interactions to ensure we are providing an exceptional experience, while also operating within the business standards•The Customer Experience Analyst functions as an expert in company products, policies, systems, and processes so they are able to accurately assess customer interactions and provide valuable insight to the business on performance, trends and best practices•40% Utilize independent judgment to assess associates’ skill levels, (brand voice, value, empathy, etc.), and determine whether associate behaviors during customer interactions are acceptable for each particular case (appropriate probing questions based on customer issue, best solution offered, proper system actions, etc.)•20% Ensure appropriate oversight of customer interactions by assessing a minimum number of interactions per agent on a monthly basis, raising the number of interaction assessments on an individual basis as needed, and performing ad hoc audits/reviews•15% Facilitate regular QA calibration sessions, track and escalate inappropriate behaviors, and provide actionable insights to leadership teams, while providing direct feedback to agents when appropriate•10% Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate•10% Maintain/increase process knowledge in order to appropriately score and judge key interaction components•5% Provide additional capacity to leadership on an as-needed basis for other related and project-based duties (strategic projects/initiatives, large order reviews, behavioral analyses, etc.

United States

In addition to Customer Care specialist 1 duties, required to schedule, reschedule and escalate deliveries. Provide 24/7 support to our total tech members. Troubleshooting and problem solving.

Responsible for enhancing customer relationships by answering, supporting, and providing resolutions related to care, services and subscription issues to meet each customer’s unique needs. Care Specialists interact directly with customers to resolve issues while partnering or transferring customers only when they are unable to solve an issue. Care Specialists provide exceptional call interactions with customers in all situations to ensure the best possible experience and enhancing our brand loyalty. Care Specialists demonstrate effective relationship building skills, polished communication, and commitment to improving the customer experience as tracked by NPS (Net Promoter Score).

Shares leadership of a Best Buy store with the General Manager and other Assistant Managers, focusing on store profitability, through creating and sustaining positive customer and employee experiences. Specifically accountable for implementing defined business group strategies, analyzing business results, creating and communicating effective gap management plans and for managing, coaching, and developing the Sales Supervisor team, enabling them to train, recognize, develop, and coach their sales team members to provide exceptional customer experiences. Implements the business group strategy, analyzes business results to identify wins and opportunities and creates plans to address gaps all in partnership with district leadership Ensures Sales Supervisor understands and can execute business group strategy including those processes and behaviors needed to achieve that strategy, validates that behavioral expectations are met, and is held accountable to the execution of that strategy through their people. Ensures Supervisors have the appropriate knowledge and expertise through Path to Excellence Knowledge Zone requirements necessary for them to provide an excellent customer shopping experience and employee development experience. Fulfills Customer Experience Leader (CEL) responsibilities to support business results and customer needs, including validating merchandising readiness and display functionality Completes Coach the Coach activities, monthly Leadership Capability Reviews, and quarterly PDGs to support Supervisor development Completes Talent and Selection responsibilities in partnership with district leadership to support business group strategies and performs other duties as assigned