Sue Perkinson Email & Phone Number

Raleigh-Durham, North Carolina Area

Managed staff of 75 Client Success employees across 4 global locations. Responsible for providing leadership and day-to-day management of all customer success employees. Implemented and drove processes to both develop and improve the customer and employee experience in all areas: hiring, training, productivity, quality, employee development, and customer satisfaction. Drove creation of a culture of consistency, quality, transparency, accountability, and continuous improvement. * Worked with directors and peers to identify and prioritize departmental needs and opportunities, resulting in alignment of team and departmental objectives with overall organizational goals. * Established metric reporting to track and analyze service performance for department leadership and stakeholders, resulting in increased accountability, and optimization of resources and operational efficiency.*Established KPI’s to implement service level, quality, and first contact resolution objectives, resulting in improved performance and customer experience. *Directed hiring and staffing for multiple service centers. Established core criteria for service staff, to increase caliber of incoming staff, and improve ability to fulfill operational objectives.*Provided day to day oversight and ongoing mentoring and coaching of supervisory and service staff, resulting in enhanced employee development, satisfaction, and retention.*Partnered with Human Resources to create performance management assessment process, resulting in greater consistency in employee evaluation and career pathing.*Implemented cross-training programs across teams, resulting in increased knowledge, flexibility, and competency of support staff, while enhancing opportunities for career progression.*Worked with facilities and enterprise solution teams to review and drive decision making of service center technology and productivity tools.

Customer Service ManagerLed 100+ employee customer service center. Responsible for all operations including hiring, training, career path dev. for managerial staff, setting customer service standards, center performance metrics.* Won Presidential award for departmental implementation of ``Voice of Customer'' process improvements that expanded role and perception of call center to a key, value-add organization. ; * Implemented ``dual agent'' approach resulting in increased profitability via cross-sell /up-sell. ; * Improved employee retention 20% by implementing skills-based rating structure to provide career path for telephone service representatives. ; * Identified and implemented strategies to improve customer service training and delivery, resulting in departmental service quality scores consistently exceeding 98%. ; * Drove workforce management and scheduling to optimize resources and consistently achieve 98% productivity service levels. ; * Restructured interviewing and hiring process to increase staff quality and decrease attrition.

Managed site operations and staff of 100+. Established and enhanced client relationships and generated new business. Main liaison between Austin facility, Boston headquarters, and contract vendors. * Generated $3M in client sales, half of all business for Austin and Boston facility. ; * Leveraged consultative selling to up-sell additional services, increasing revenue generation. ; * Drove concurrent projects (7-10), tuning internal process to align to client needs and improve customer satisfaction. ; * Optimized priorities among departments to achieve 90% of projects on time and on budget. ; * Earned repeat business with key clients including Lotus, IDG Books, META Group, Dell Computer.

Managed all outsourced telemarketing vendors nationwide for major credit card issuer. Telemarketing vendors comprised 75% of First USA Bank's telemarketing efforts with a $23MM budget. * Scheduled work for 25 facilities/105,000 telemarketing hours/month. Optimized resources and drove production, contributing to growth of company from 7th to 3rd largest credit card issuer. ; * Developed onboarding process for new vendors, decreasing startup and training time and cost. ; * Implemented quality procedures and requirements for all vendors, leading to consistent performance metrics and delivery standards across all vendor sites. ; * Main liaison between Austin operations and all other Support and Management groups at Delaware headquarters, including Marketing, Systems, Customer Service, Training & Quality.

Managed productivity and cost effectiveness for outbound customer retention programs. Main liaison between Austin operations and all other Support and Management groups at Delaware headquarters. * Expanded outbound calling programs to include New Account Welcome calling, Retention calling, and Balance Transfer Defense, increasing customer retention and revenue generation. ; * Enhanced Quality monitoring and training program; improving customer experience and increasing program success. ; * Created and implemented guidelines for performance measurement and incentive programs, improving team execution and productivity.

Direct supervision, development, and evaluation of 20+ full-time telemarketers and customer service agents. Leadership responsibilities extended beyond directly managed team. * Department wide affinity training of representatives and supervisors (750+ employees). ; * Key HR liaison for development of behavioral-based hiring process. ; * Job fair recruitment, screening, and interviewing of potential representatives.

Bachelor Of Arts, English

Education record

Education record