Shelley Correa Email & Phone Number

Scottsdale, Arizona, United States

Santa Monica, California, United States

Responsible for providing leadership and direction for the successful implementation and management for Call Center Operations, Performance Management, Voice of Customer/Customer Journey, Vendor Partnerships, Workforce Management and Quality Assurance• Lead 7 managers, up to 250+ team members, and multi-site vendor teams to provide customer support• Develop and lead Voice of Customer and Customer Journey efforts, ensuring Customer Experience is prioritized while balancing productivity and cost objectives• Implement service level standards focused on reducing customer effort, providing high customer satisfaction, and reducing response times. Reduce customer contact rate from 400% to 50% over 10 month period • Collaborate cross-functionally to provide Voice of Customer insights that improve the customer journey and optimize internal practices• Assess, analyze, and optimize employee performance at the individual, team, and department levels; Deliver 90%+ customer ‘top box’ satisfaction scores and 93% employee satisfaction results) • Develop and implement support content, training, and quality assurance programs to improve operating results• Serve as founding committee member for company Diversity, Equity, and Inclusion Committee and Employee Resource Groups; Organize interactive, virtual events to foster inclusive work culture

Greater Phoenix Area

• Recruit, develop, mentor, and inspire a team of managers, reps, and vendor center to deliver a world-class technical support assistance to small business customers and Keap partners.• Responsible for workforce management planning, quality assurance, performance management, vendor management, and center budget.• Improved Customer Satisfaction and Service Levels while maintaining high employee satisfaction

Lead teams of analysts, supervisors, managers, and front-line agents across multiple channels (Financial Services, Customer Service, Technical Support, Business Accounts, Bilingual Care, Activations, Operations); Provide strategic direction for budget, staffing, training, employee engagement, customer experience, performance management, and employee retention; Create and implement employee training and leader performance coaching programs• Supported six call centers (36 Associate Directors, 278 supervisors, 4,217 customer care and technical support representatives). Led remote team tasked with driving Customer Experience strategy across 23 call centers and 38 strategic partner call centers• Oversaw operational strategy in a call center of 1200 employees (9 Associate Directors, 100 supervisors, 1100 CS and Technical Support representatives); Delivered top-box results for key metrics, including NPS, CSAT, Repeat Caller, ACPH. Delivered YoY improvement in Customer Experience, from 23rd to 5th ranked and 5th to 1stCreated and implemented several process improvements, including:•Designed and piloted employee retention program to train leadership team on employee-centric, core value-based retention solutions. Reduced attrition from 76.66% to 31.61% in 12 months• Created a coaching evaluation process for leader ranking system; created and implemented behavioral review strategy. Improved execution from 21% to 90% in 30 days• Championed Lean Six Sigma initiative to reduce cost related to unnecessary credits; delivered $1.5M savings through implementation of process and system enhancements• Created Senior Leader training and development program. Co-developed curriculum tools including learner handbook, facilitator discussion guides, and skill drill scenarios

• Led a team of up to 11 supervisors and 175 representatives tasked with creating Net Promoters while resolving account inquiries, negotiating payments as well providing consultative sales support. Team included two bilingual supervisors and 30 bilingual employees as well as Business Representatives tasked with identifying and resolving concerns for small business customers• Created and piloted leadership coaching training and processes to improve coaching skills and drive performance. Became the benchmark for performance management coaching strategy• Oversaw team's execution of Customer Experience strategy; Responsible for hiring, performance management, employee retention and engagement, and center's compliance with company requirements

• Traveled to 25 call centers to facilitate leadership training, identify operational best practices, and provide solutions to performance gaps at center and executive level• Conducted performance reviews in each call center to measure compliance with required company procedures (SOPs). Improved operational consistency and optimized call center performance at the enterprise level