Randy Hon Email & Phone Number

Atlanta

Atlanta, Georgia, United States

RoadSync’s Customer Advocate to ensure we meet the needs of the customer and make sure RoadSync serves their best interest.Create a culture and processes which achieve RoadSync’s goals and objectives while empowering and engaging our customer service team.Drive better sales through service.

Peachtree Corners, Ga

Direct business operations for an entity with $2.4 billion in annual revenues. Build a high-performing team focused on accountability. Improve operational efficiency, capture cost savings, and drive revenue growth.* Automated manual processes to reduce errors and increase productivity.* Implemented employee recognition and incentive programs.* Grew revenue $4 million through cross-sell campaigns.* Spearheaded system and product conversions; managed the CRM conversion to Salesforce.* Consistently met and exceeded call center service level agreements that varied across a wide range of partners.* Reduced costs 40% by managing a BPO initiative.* Facilitated partner onboarding and operational change management.* Streamlined shared service activities and reporting.* Launched new products and functionality to generate revenue and enhance customer experience.* Led the development of an ancillary product suite, including defining the concept, drafting requirements, advising on development, and conducting UAT.* Reduced call volume and improved the average speed of call answer.

Peachtree Corners, Ga

Managed the full customer lifecycle from onboarding through retention, and process improvement to optimize customer experience.* Realized a 70% customer retention rate by establishing and building a 20+ member account retention team and integrating newly developed tools, resources, and processes to improve performance of services rendered.* Increased start rates by defining outbound call milestones to enhance the onboarding process and ensure an understanding of all account details.* Implemented the use of net promoter scores (NPS) and product surveys, leveraging findings to identify areas for improvement and make change recommendations.* Improved client communications by developing outbound call campaigns for no starts, declining gallons, and potential service interruptions; developed bonus incentives to increase overall start rate and gallon retention.* Reduced account attrition 13% by designing a tiered account program for accounts within defined profitability segments.

Peachtree Corners, Ga

Built and maintained relationships with top accounts, driving efforts to increase sales revenue and profitability while maintaining the highest retention rate. Managed and increased gallons across the top 100 southeast account portfolios, part of the top 500 national accounts.* Captured incremental portfolio growth of 13% within first 12 months of tenure by targeting accounts with increased share of wallet opportunities.* Realized the highest portfolio satisfaction rating by cultivating relationship with key decision-makers and ensuring client needs were met.* Mitigated service interruptions by designing and implementing an automated key performance indicator (KPI) report to expose potential issues and allow proactive resolution with the protocol subsequently adopted company wide.* Reduced call center direct contact by conducting on-site demonstrations of customer portal functionality, detailing real-time, self-service options to fleet managers and account administrators.

Peachtree Corners, Ga

Oversaw and supervised the activities of customer service representatives to ensure all service level agreement (SLA) terms were met.* Developed work schedules and managed resource allocation to appropriately meet call volume, budgetary, and workload requirements.* Built a high-performing team by evaluating agent performance and delivering regular reviews; developed actions plans to ensure personal and professional goals were attained; monitored calls and provided coaching to staff as warranted.* Maintained open and ongoing communications with shared service departments and management staff to ensure an understanding of all change activities impacting staff and clients and allow the proactive development and deployment and communication plans.* Improved agent performance by defining and implementing the use of cross call center call monitoring calibrations.

Alpharetta, Ga

Norcross, Ga