Natasha Jones Email & Phone Number

Greensboro, Nc, Us

Winston-Salem, North Carolina, United States

Greensboro, North Carolina, United States

Greensboro, North Carolina, United States

Advised and consulted with United Way leadership on improving consistency and quality of services provided by identifying need for, establishing, analyzing impact of, and refining SOPs that guide operations. Created business process maps, wrote SOPs, and recommended technology investments aligned with organizational goals.• Developed 30 multi-level business process maps that codified Family Success Center operations• Wrote three SOPs encompassing more than 100 processes that lessened operational risk from inefficiencies

Greensboro, Nc

Identified, conceptualized approaches to, and implemented solutions to process improvement opportunities that added strategic value to multiple business units. Served as subject matter expert to business units by providing relevant insights that drove process, product, and policy improvements. Liaised with external vendor as primary point of contact, managed $1M third-party budget, communicated priorities, and evaluated vendor performance against scorecard metrics. Oversaw and coordinated individual improvement projects - including activity and milestone tracking, deliverable management, and risk management.• Reduced Global New Accounts issue resolution cycle time ~50% by streamlining reconciliation and reporting processes• Developed more than 20 performance management tools that added incremental value to B2B and B2C organizations• Developed new product used by Global Partner Network process owners to increase consistency management tools withineach line of business and guide transformation of overall organization to new operating model• Reduced inefficient outbound calls ~10% by analyzing and improving processes that resulted in using card member telephone numbers with higher confidence scores

Greensboro/Winston-Salem, North Carolina Area

Focused on process improvement, detractor elimination and promoting first contact resolution while applying six-sigma methodologies and project rigor to customer experience iniApplied Six Sigma methodologies and project rigor to customer experience initiatives - focused on process improvement, detractor elimination, and first contact resolution. Analyzed voice of customer (VoCM) metrics to identify root causes and areas of opportunity to improve Membership Rewards and Customer Care Center KPIs. Advocated on customers’ behalf to balance world class customer service and cost.• Developed series of binary logistic regression analyses that determined probability of first call resolution - analyzed data andmade recommendations that improved first call resolution metrics by up to 250 basis points• Created new scorecard tool that improved Roadside Assistance program’s visibility into provider performance and resulting impacts on VoCM• Improved usefulness of Global Assist VoCM data for senior leadership by recommending data be viewed in trending manner as well as identifying and expanding sample sizes that were too narrow to provide consistent survey results• Created project plan for customer-facing instant decision products that was communicated to project sponsors and used to gain buy-in for moving forward with pilot• Operationalized 20+ structured call listening forums between Partner Network executives and managers to calibrate and share best practices on customer experience and relationship care• Assumed role of World Service Learning Network liaison following disbanding of Center of Excellence team in 2014 - ensured seamless transition and swiftly established relationships with WSLN and Marketing managers

Greensboro/Winston-Salem, North Carolina Area

Analyzed survey and operational data to identify areas of opportunity that impacted KPI performance and business metrics within Membership Rewards program. Served as subject matter expert for Membership Rewards reporting changes on internal KPI platform to ensure appropriate level of detail was incorporated when information was added or updated.• Created customized VoCM trending package for international partner (IBM in Japan) that highlighted trend data for performance drivers and relative impact of each driver• Performed analyses that identified for internal leadership a sizable GPQ gap between average of top 30% and bottom 30%• Identified 11 topics needed to better train Membership Rewards customer care professionals - 10 of 11 topics were incorporated and used to improve training while maintaining staffing levels

Ft. Lauderdale Fl

Researched, obtained, and analyzed production data along with anecdotal information to quantify risks and opportunities of project implementations. Addressed uncertainty in data by incorporating qualitative and quantitative analyses. Communicated complex concepts to leadership teams, built relationships with stakeholders, and influenced decisions regarding paths forward.• Optimized business and operating models by managing implementation of loan mitigation program• Reduced credit write-offs 20% by utilizing six sigma methodologies to identify and rectify performance of customer carerepresentatives displaying out-of-pattern behaviors (11% of representatives accounting for 35% of account write-offs)• Designed, implemented, and analyzed time studies that validated re-engineering savings, saved $100K annually by improving out-of-pattern behavior regarding write-offs, and providing best practice content used to develop coaching guidelines

Miami/Fort Lauderdale Area

Implement the Dispatch Planning and Preload Assist System which makes it possible for center teams to create and maintain multiple dispatch plans for varying volume and stop levels

Raleigh-Durham, North Carolina Area

Managed production commodities using forecasting and procurement tools to satisfy supply/demand requirements. Improved customer ship dates and contributed to increasing revenue by developing worksheets and coordinating weekly meetings with new vendor that strengthens the newly formed IBM/vendor relationship. Discerned and resolved systematic issues that resulted in prompt delivery of customer orders.