Maxwell Fitzgerald Email & Phone Number

Cross functional collaboration with Product, Engineering, Data Analysis, Customer Service and others to identify and develop new opportunities that improve the customer experience.- As an effective data-driven storyteller, I coordinate with key stakeholders to review, listen, understand and act on customer feedback and drive a customer-centric product roadmap.- Build business cases and customer issue framing to accelerate key deliverables (%NPS detractors, Contact rate %, Customer Effort Score, Product adoption).- Define and own long term CX roadmaps alongside product and CX leaders that focus on innovating existing customer experiences and creating new ones.- Designed and instituted a new Service Delivery model to allow customers to engage with 3 separate support teams seamlessly without the need for transfer or support interruptions.- Created and refined a new Voice of the Customer program that connected front-line agents and customer feedback to Product Engineers. Allowing for product roadmap revisions and reprioritization based on customer needs. - Creation of a customer outreach program to increase adoption of new product offerings. Resulting in over $300M in payments via those new products within the first 12 months of the program.

- Improved WFM tools, giving greater visibility into coverage gaps and excess, resulting in reduced customer wait times and required overtime for employees.- Overhauled hiring practices to include greater emphasis on experience, existing skill-set and anticipated longevity in role. Resulting in a 20% reduction in new hire churn.- Conceptualize and build dashboards that track progress and measure impact to business outcomes. Deliver reporting on key CX metrics and overall trends to key stakeholders and executives.

Greater Salt Lake City Area

My goal is to empower our team of experts to provide consistent, yet, tailored experiences that will drive Customer Loyalty. I establish Standard Operating Procedures, create and conduct training, monitor department performance, create and complete project needs for 4 different product lines (Annuity, Life Insurance, Medicare Supplement & Hospital Indemnity).- Created corporate core values that have been adopted by 4 different entities. “Be Open and Honest, Do the Right Thing, Give your Best Effort, Become an Expert”- Introduced new platforms and strategies for recognizing and encouraging the right behaviors including peer recognition, core value-based awards, employee incentive programs, and on-the-spot recognition options- Introduced and develop new technologies to allow for greater call volume with fewer call center employees. Including Interactive Voice Recordings, phone tree restructuring, and design, & workforce strategies/responsibilities- Created and standardized Quality Assurance practices for all verbal communications, including grading tools, training materials & Service Level Agreements- Introduced new KPI's and standards with tools and dashboards to measure our success including quality standards, real-time KPI tracking, staffing models & day-to-day performance tracking for all employees

Sandy, Ut

Designed, built and scaled the Service Delivery model and overall Customer Experience strategy for Alliance Health, as it transitioned from 20k monthly customers to an impressive 200k. Orchestrated the management, guidance, and implementation of service methodologies across several call centers, leading diverse, collaborative units that provide an unparalleled E2E customer journey in the pharmaceutical space.- Collaborate closely with sales, marketing, analytics, and compliance teams to optimize customer satisfaction, penetrate new competitive markets, and drive revenue growth.- Establish protocols and guidelines aimed at elevating the management of customer interactions and the resolution of customer concerns, resulting in a significant increase of the Net Promoter Score (NPS).- Provide guidance and nurture customer service leaders, fostering an environment conducive to their excellence through encouragement and empowerment.- Demonstrate proficiency in harnessing, cultivating, and upholding Wildly Important Goals (WIGs), including Key Performance Indicators (KPIs), to assess and enhance the performance of each customer service team.- Display adept time management skills and the ability to handle multiple tasks efficiently, functioning well under deadlines in a dynamic environment while concurrently managing tasks effectively.- Innovate employee incentive and compensation programs to ensure heightened customer satisfaction.- Cultivate a culture that prioritizes retention, quality, productivity, and customer loyalty within an enjoyable work environment.