Linda Silver, Ms Email & Phone Number

Denver, Co, Us

Leveraging my previous experience and education I adapt my knowledge to build memorable, customer relationships by creating trust, establishing a personal connection and developing strategies for customer success and care. Focused on a customer-centric culture, I collaborate with cross functional teams to continuously transform and improve the customer experience. ☑ Resolve customer issues by actively looking for unspoken needs☑ Collaborate with claims and underwriting to develop and deliver customer facing technology demos☑ Support Underwriters by developing payment plans and assisting in retention opportunities☑ Interact with new and existing agents to navigate portal technology as well as Pinnacol processes☑ Introduce value added services through outbound calling.

Greater Denver Area

Working with injured workers and policy holders to resolve problems, I addressed customer issues by listening to their situations, researching and identifying solutions, and escalating as needed. Managing a high volume of calls, I established trust with customers by providing outstanding, personalized service focused on providing customer satisfaction. ☑Identified opportunities that supported both customers and team goals.☑Generated reports to assess effectiveness of new coding methodology.☑Company representative answering and responding to customer concerns.

Greater Denver

Cultivating a high-performing team of 8 customer service representatives engaging in daily communication with U.S. Cable customers, I was pivotal in improving team synergy, enhancing productivity and performance, that resulted in 90% reduction in call center staff turnoverAdvocating for employee development and a learning culture, I partnered with the technical team to develop programs and procedures that streamlined customer service processes, implemented improvement initiatives and provided representative coaching. Through process improvement and setting individual goals, my team-built relationships that reducing customer attrition. ☑ Increased customer satisfaction 50% in initial 6 months. ☑ Established advisory group, that developed a sustainable customer engagement process.☑ Built single call resolution and escalation procedure.☑ Facilitated brainstorming sessions to identify ways to mitigate customer dissatisfaction. ☑ Implemented KPIs, tracking and proactive processes for service and technical representatives.

Partnering with sales, engineering and channel partners, I leveraged my category management experience to develop, implement, and launch new service solutions and improve existing service processes.As a customer advocate, I attentively listened and gathered information to identify and promote technology solutions to meet customer business needs. Identifying an opportunity gap in the customer relationship, I lead a global team in establishing a customer loyalty program, for extended warranty services, that generated a new revenue stream and increased customer satisfaction.☑ Generated $57M in revenue in 12 months by leading global product team in standardization of go-to-market strategies.☑ Secured 46% market share by partnering with cross-functional global teams to drive increased customer trust and retention.☑ Reduced installation costs by 95% through the creation of a comprehensive remote solution, eliminating hardware costs. ☑Lead a 10-person cross-functional team in strategic development and implementation of diagnostic solution.

Boulder, Colorado

Through insightful observation, listening and project oversight, I identified opportunities to optimize purchasing and materials management, resulting in reduce costs and improved operational efficiency. I developed commodity sourcing strategies, forecasts and roadmaps, and established agreed upon customer goals. I negotiated highly attractive rates and closely monitored inventory; driving increased customer\vendor satisfaction and partner fiscal benefits. ☑ Executed cost analysis reporting☑ Performed supplier research, interviews and negotiations☑ Logistics request fulfillment

Master Of Science, Healthcare Leadership

Master Of Special Studies, Applied Communications

Bachelor Of Science | Business Administration, Marketing Management