Paula Andersen Email and Phone Number
Paula Andersen work email
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Paula Andersen personal email
My name is Paula Andersen and I am the Senior Director of Customer Experience at SeatGeek.I am a strategic leader that thrives in a collaborative, cross-functional setting that is highly focused on the client experience. I am a key player on the Executive Team with my focus centered on the overall business strategy as it relates to financial and growth strategies, client satisfaction through proactively managing their entire experience, employee engagement and development through rewards, recognition and consistent coaching platforms, and collaboration across all verticals within the organization to ensure success of the center. I have an aptitude and long history of being able to identify areas of improvement within the organization and executing a tactical plan that ensures financial and operational success that consistently surpasses the client expectations. I consider my proven talent for developing other leaders as my greatest achievement and a continued focus for me. I am able to identify the characteristics that will ensure success of the individual by having a solid understanding of what a successful recruiting strategy entails. I am able to make informed decisions based on my experience with studying, analyzing and recognizing opportunity in the data. This stretches across all facets of the organization from financials, budgets, KPI performance and metrics, forecasting, and NPS survey results to name a few. My extensive experience, strong business acumen and commitment to creating a team that aligns with the organizations vision, mission and goals is my strength. I can be reached via LinkedIn or e-mail me at paulajwill@yahoo.com .
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Senior Director Customer Experience At SeatgeekSeatgeek Sep 2022 - PresentNew York, Ny, Us
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Director, Head Of SupportDoordash Nov 2021 - PresentSan Francisco, California, UsPromoted into this role to provide expanded operational oversight for our customer service centers in Phoenix, AZ and Mexico City. - Accountable for creating and supporting the execution of the organization’s vision, goals, and strategic planning through collaboration with cross-functional partners and the senior level leadership team reporting directly to me. - Leading a team of 1,600 employees, including 7 direct reports consisting of Director and Senior Manager roles through consistent high volume growth, organizational redesign, creation of operational excellence opportunities, and continued focus on recognizing cost savings by creating efficiencies and discipline around our process, procedures, routines, workflows, and operational framework. -
Director, Live OperationsDoordash Jun 2020 - Nov 2021San Francisco, California, UsBrought onboard to scale and create the operational framework for the Phoenix customer service center in response to dramatic growth company was experiencing. PROVEN SUCCESS - Led team through accelerated growth plan (over 4 month time-frame scaled from approx. 400 employees to 1,000+ employees) while creating operational framework, data driven performance management routines, restructured leadership team promoting 3 Senior Managers and 1 Director, developing career pathing for the entire department, and onboarding new staffing vendor to support co-created recruiting strategy. - Cultivated significant shift in Employee Voice Survey results improving Q3 2021 Employee Net Promoter Score by 13% and Q3 2021 Manager Net Promoter Score by 12% by creating and executing on action plan derived from opportunities gleaned from the Q4 2020 survey. Some key actions taken were improving performance management routines, holding focus groups with all levels of employees in the department, creating leadership training series, and providing a brave space where all employees have a voice. - Dramatically improved year to date teammate attrition to current performance of 24% from high of 46% in Q4 2020 against industry standard of 35-45%.
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Senior Director Of OperationsEpiq Apr 2019 - Jun 2020New York, New York, UsProactively lead and manage multi-site, senior level leadership team that focuses on metric driven performance management, while constantly pursuing continuous improvement in our strategic approach to innovation, employee engagement, client satisfaction, and exceeding our performance targets. PROVEN SUCCESS -Led team of 1,000+ employees through record breaking growth rates of 117% and 132% across our Claims Administration and Document Processing lines of business, while successfully navigating a large acquisition that increased my level of responsibility for the company and still exceeded performance and financial expectations.-Proactively lead and managed multi-site (Ohio, Phoenix, Beaverton, and Hyderabad), senior level leadership teams that were laser focused on metric driven performance management, while constantly pursuing continuous improvement in our strategic approach to innovation, employee engagement, client satisfaction, and exceeding our performance targets. -
Director Site Operations/Director Operations Claims AdministrationEpiq Jan 2018 - Apr 2019New York, New York, UsLead, inspire and develop multiple cross function teams to achieve their full potential, while driving organizational effectiveness that ensures the highest possible client satisfaction with full P&L and budget creation responsibility for the operationPROVEN SUCCESS - Successfully launched 55,000 sq. foot center in Phoenix, AZ. Feedback from the Executive Team was that the launch was flawless. The Phoenix center continued to exceed performance expectations, along with cultivating a culture and employee centric environment that become the gold standard for the company by focusing on operational excellence with the client experience a priority.- Within 5 months of being with the company I was presented with the opportunity to expand my role to also take on the Director of Operations of Claims Administration due to performance challenges within the line of business. I was able to successfully build a strong leadership team and turn around the performance within a few months.
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Site Director Of OperationsAlorica May 2016 - Dec 2017Irvine, Ca, UsPromoted into role to lead, inspire and develop multiple cross function teams to achieve their full potential, while driving organizational effectiveness that ensures the highest possible client satisfaction with full P&L and budget creation responsibility for the operation.PROVEN SUCCESS - Accountable for all operational facets of the 250+ employee seat center, in a 2-month time frame increased profitability of the Operation significantly with 10-point increase in month over month Gross Profit and 9-point increase in EBITIDA by focusing the financial get well plan on decreasing costs and creating efficiencies in the center’s performance at all levels that has created the most successful financial performance the operations has ever experienced. - Decreased the operations attrition by 20% by creating an environment that it is employee centric by focusing on an improved on-boarding experience, an enhanced training curriculum, increased learning opportunities, and an organization that is based on collaboration and team work. -
Regional Director Of OperationsAlorica 2012 - 2016Irvine, Ca, UsPromoted into this role to initiate and drive three of AT&T’s largest programs to continued success. Work cross-functionally with both internal and client’s HR, IT, Facilities, Training and Operations executives in the coordination and timely delivery of various projects. PROVEN SUCCESS - Salvaged two at risk accounts that generate annual revenue in excess of $10 million and awarded a third $1.4 million project after the development and implementation of the necessary infrastructure that contributed to an immediate turnaround in performance. - Improved quality of work from 45% of target to 95% with the development and implementation of internal auditing requirements, quality checks and performance reporting - Ended 2015 $200,000 under budget through a commitment to cost control which includes monitoring of staffing hours, addressing attrition, and focusing on opportunities protect and grow my business. Effectively coach and develop my staff which has resulted in many being promoted to Area Manager, Director, and even Regional Director.
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Director Of OperationsWest Corporation 2008 - 2012Omaha, Ne, UsPromoted into this role to lead the team through ongoing changes in a culture of continuous improvement. Tasked with all facets of Operations including recruiting, training, employee development, all client interactions, and meeting internal and external KPIs. PROVEN SUCCESS Built and implemented a myriad of reporting tools that allowed my teams to track, measure, and understand their Team’s performance such as attendance reporting, attrition tracking, scorecards by Team, workforce management trending, and Operational Decks for review with clients and Executive leadership.Dramatically improved project cycle time by 25 days which allowed the client to recognize revenue faster and seriously impacted the client experience.- Awarded the Star Leadership Award by senior management for outstanding performance.
Paula Andersen Skills
Paula Andersen Education Details
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Bellevue UniversityGeneral -
Bellevue UniversityGeneral
Frequently Asked Questions about Paula Andersen
What company does Paula Andersen work for?
Paula Andersen works for Seatgeek
What is Paula Andersen's role at the current company?
Paula Andersen's current role is Senior Director, Customer Experience at SeatGeek.
What is Paula Andersen's email address?
Paula Andersen's email address is pa****@****son.com
What schools did Paula Andersen attend?
Paula Andersen attended Bellevue University, Bellevue University.
What are some of Paula Andersen's interests?
Paula Andersen has interest in Social Services, Reading, Health And Wellness, Sports, Pets, Animal Welfare, Family And Friends, Travel, Health.
What skills is Paula Andersen known for?
Paula Andersen has skills like Customer Service, Call Centers, Leadership, Account Management, Team Building, Team Leadership, Customer Satisfaction, Training, Process Improvement, Vendor Management, Customer Retention, Customer Experience.
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