Natalie Singleton Mba, Pmp Email & Phone Number

Greenville, South Carolina, Us

- Oversee customer care operations for 4 multi-channel sites including voice, SMS and MyChart messaging, reporting to CIO.- Delivered Google CCAI to the contact center, resulting in 44% containment rate and 25% Service Level improvement in 3 weeks.- Operational champion in the successful implementation of the Salesforce Engagement Solution, designed to enhance patient encounters, broaden access to care and improve clinical outcomes.- Operational champion to deploy GPT powered SPOT and Care Assist capabilities on the organization's website using Hyro.- Manage departmental budget resulting in 10% variance to target.- Launched first in enterprise call to text functionality using Artera solutions, meeting consumer demand for multi-channel contact options.- Selected for 2024 Top Talent Leadership Program

Paris, Île-De-France, Fr

- Responsible for performance delivery to one of the Big 3 Auto Makers as a client partner including voice, chat offline and sales services for 16 lines of business.- Directed team of 1000+ in operational development of service network, including implementation of quality requirements and operating standards.- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.- Oversight of program results, contractual management, monthly financial performance/forecasting and invoicing.- Serve and participate proactively with other members of senior management and the executive team in developing and executing strategic plans to optimize the organization in support of its missions andbusiness objectives.- Interacted well with front line agents , 3 leadership levels as direct reports to build connections and nurture relationships. - Worked directly with cross-functional support teams to brainstorm, discuss strategy and mitigate service delivery and business process issues.

Paris, Île-De-France, Fr

- Provided Best in Class white glove client service to top Healthcare and Insurance provider. - Responsible for delivering client experience and service delivery goals across 5 sites including Offshore teams (1500+ leaders and frontline)- Completed post- mortem to identify critical success factors and used data to consistently strengthen and improve pursuit strategies. - Achieved individually set objectives for business development including client relationship building while playing a critical role in building a network of partners and suppliers that are the best in class, in line with agreed policies and guidelines on customer and experience management. - Responsible for multiple account managers' daily analysis, business planning, client support and communications internally and externally for customer service quality and optimal performance KPI outcomes. - Led client engagement and relationships by driving client outcomes and delivering against strategic priorities while managing and cultivating a high performing team.

Basking Ridge, Nj, Us

- Managed multiple complex projects in support of customer care, retail, and digital operations.- Translated technical and operational requirements into effective project plans and communicated objectives, key strategies, and execution tactics to stakeholders. - Created and deployed program standards, templates, and tools, including communication and change management plans, risk management strategies, user stories, and project documentation. Facilitated solutions workout and ideation sessions with cross-functional team members and leaders. - Collaborated with departmental leaders to design and implement a new scheduling strategy that generated $4.4M in savings since its launch in October 2018- Devised an IVR routing process and collaborated with vendors to resolve issues, deflecting 1.2M customer communications and affording $12M of savings- Revamped product trade-in and customer contract override process, resulting in $8M of savings- Managed an effective tool optimization project that improved frontline efficiencies and steered a 15% shift in contact-to-digital customer engagement, yielding a savings of $4M

Basking Ridge, Nj, Us

- Served as the Interim Director for an 1100-employee call center.- Consistently exceeded performance objectives; achieved and maintained #1 rank out of 115 NortheastArea Senior Managers for 12 consecutive months; rated as “leading” in performance appraisals everyyear.- Collaborated with Operations Director to implement programs that achieved customer experienceperformance metrics, budget, scheduling, and employee engagement goals.- Designed and facilitated the first Emerging Leaders development training curriculum for future/newlypromoted call center supervisors that was subsequently adopted in 12 call centers- Certified Go-To-Market trainers to deliver creative and effective training; achieved over 95% approvalrating based on employee/leadership surveys.

Basking Ridge, Nj, Us

- Coached and developed 10-15 customer service experts in a 24x7 call center environment. - Advocated and facilitated for change management showing an active commitment to daily floor supervision and engagement- Promoted after one year of employment based on demonstrated leadership and significant accomplishments in job performance- Exceeded call handling and service level goals while enforcing and adhering to customer experience, loyalty, and efficiency standards

Master Of Arts (Ma), Business Administration And Management

Bachelor Of Arts (Ba), Multi/Interdisciplinary Studies