Saranny Pil Email & Phone Number

Cincinnati, Oh, Us

New York, United States

Fluent empowers brands to acquire and retain customers across the entire omnichannel marketing experience. Our owned and operated digital media portfolio is designed to help consumers discover relevant offers from the world's leading brands. We capture first-party insights and leverage our proprietary data science and technology to match consumers with the right offers based on their needs. Partners can easily scale their customer acquisition strategy with targeted campaigns guaranteed to convert with our performance model pricing.

Raised contact center efficiency while strengthening reporting and support quality by executing migrations, testing and implementing daily dialing strategies, and communicating CSAT data to offer insights into customer experience. Achieved or surpassed goals on increasing right party contacts. Recommended strategy adjustments based on real-time outbound and inbound call activities and dialer pacing. Developed and refined best practices and procedures on dialer administration. Drove reporting efforts by facilitating monthly business reviews, creating and distributing ad-hoc reports, and generating reports to address compliance and operations requests.  Introduced new technologies and implemented upgrades. Resolved ticket escalations in collaboration with platform vendors.

Cincinnati Area, Ky

Strengthened operations center-wide through a focus on telephony solutions, reporting, and support. Facilitated WFM for 120 customer service agents. Saved $3.1M/year in production hours by removing store-based workloads and sharpening focus on the customer experience. Promoted productive strategy and planning, co-leading monthly departmental meetings, provider meetings, and project planning meetings. Ensured up-to-date telephony software solutions by executing IVR and platform upgrades. Coached the team executing on-time, multi-channel migration from InContact to LiveVox.  Introduced new technologies and implemented upgrades. Met with portfolio managers to review monthly trends and discuss dialer enhancements.  Expanded the team by training and mentoring two support specialists. Streamlined the response and management of internal dialer escalations by deploying a dialer support inbox. Maintained telephony oversight of Customer service, Collections, Application Support, Internal Risk, Retail Support, Customer Advocacy, and Tele-sales.  Prepared and delivered business-critical reports including Weekly Online Funding, Daily and Mid-Month Agent Scorecards, and Collection Monthly Scorecards.

Cincinnati Area, Ky

Reported to the Operations Manager with oversight of Check-N-Go Online escalation calls, daily operations, Dialer/SLA management, and Agent QA. Selected for Axcess Leadership Development training. Processed same-day wire requests and ACH revokes, partnering with financial institutions to verify ACH capabilities for loan funding. Resolved escalation calls and forwarded to a shared supervisor inbox as needed. Acted as the point-of-contact for near-shore escalations and support. Met SLA targets to manage 80% in under 20 seconds. Managed real-time Call Center dashboards and enhancements, conducted weekly call and transactional audits, and monitored live calls.

Cincinnati Area, Ky

Progressed rapidly in title and responsibilities after surpassing expectations. Enabled the smooth processing of customer loan applications by analyzing and documenting details in loan management systems using inbound, outbound, and email channels. Verified customer data alignment with all relevant regulations and best practices. Mentored new team members, developing custom spreadsheets and productivity reports. Addressed customer service escalation calls and managed Check-N-Go Online loan servicing and customer service inquiries. Chosen to complete Axcess Leadership training.