Director Of Customer Experience
CurrentAnchorHealth is a NY industry leader in providing healthcare in the comfort of your own home.As the Director of Customer Experience, I’ve focused on transforming our customer service to deliver exceptional care for our patients. Key achievements include:• Team Leadership and Management: Leading a department of 40+ employees, I reduced our offshore headcount while almost doubling their output through process changes and better integration with the wider organization. Hired team members based on energy and vision, helping achieve some of the lowest turnover rates in the process (welcome to the 'Game of Phones!').• Creating and Refining CX Processes: By streamlining our processes and creating a mix of local and offshore Customer Service teams (think L1 and L2 support), we brought down our average handle times from ~7 minutes to 4 minutes, cut the number of missed customer calls by almost 50%, all amidst increasing business growth (approximately 25k to 50k monthly inbound calls in the past 12 months).• Cost Reduction: We literally halved the monthly bill for offshore customer service through optimizing our processes and reducing the headcount while achieving significantly increased efficiency and FCR (first call resolution). Everybody benefits from fewer departmental transfers and phone hot potato!• Multilingual Team Development: Built a diverse local team offering services in multiple additional languages, including Spanish, French, Creole, Russian, and Uzbek. I feel this team reflects NY's diversity to a tee, and it's my biggest pleasure working with such an amazing cultural melting pot.• Low Turnover and Employee Growth: Achieved some of the lowest turnover rates in the company by fostering a supportive environment. Many team members have successfully transitioned to other departments and gone on to achieve success!To learn more about our services: https://www.anchorhc.org/
