Susan Weaver Email & Phone Number

Boca Raton, Fl, Us

Boca Raton, Fl, Us

In this role, I deliver executive support to launch key initiatives by creating and leading the strategic operational and service standards for Slavic401k’s client service organization to ensure scalability, customer centricity, efficiency, accountability, and continuous improvement. Responsible for organizational budget and multiple department turnarounds, led by dedicated department heads, within Slavic401k’s Contact Centers, Business Strategy & Support, Client Success Administration & Relationship Management, Enterprise PMO, Digital Transformation & Salesforce Administration, and Workforce Management departments collectively accounting for nearly half the company. Highlights of accomplishments in this role include:•Led and implemented customer service change management initiative requiring gap analyses of Slavic401k’s support services to create a strategic roadmap for establishing the Client & Customer Service organization and creating a highly scalable and customer centric muti-tired service model resulting in an increase of client & participant support.•Served as executive sponsor and project lead for implementation of Salesforce CRM and Knowledge Base, including Computer Telephony Integration, resulting in operational efficiencies.•Established Workforce Management department responsible for forecasting, scheduling, data and analytics, capacity planning, real-time adherence, resource optimization, and technology vendor management creating FTE optimization efficiencies. •Implemented VoC, CSAT, and NPS assessment programs and targets to ensure companywide strategic alignment of customer expectations and driving problem solving initiatives focusing on continuous improvement and accountability to customer experience KPIs. •Established Client Success Relationship Management and Administration departments to support client's strategic needs, drive value, increase retirement plan assets, and support onboarding resulting in exceptional client retention rates.

Boca Raton, Fl, Us

Boca Raton, Fl, Us

Springfield, Massachusetts, Us

As a Director of the Life Insurance Contact Center and Quality Assurance, I extended dedicated customer support by supervising Life Contact Center, Internet Correspondence, and Quality Audit teams in compliance with organizational productivity objectives and regulatory framework. Here, I owned and implemented the Quality Assurance Program across five contact centers to perform audits that certified customer satisfaction and the alignment of contact center operations with the systemic, regulatory, and legal guidelines.Highlights of accomplishments in this role include:• Encouraged an employee-friendly and highly productive work environment within the Contact Centers and instilled continuous process optimization by evaluating the performance trends and matrices.• Exceeded peer-established KPI goals related to call handle time, response rate, and voice quality through the execution of purposeful Contact Centre strategies, yielding increased customer satisfaction.• Devised and customized training curriculums as per technical and personal development needs and monitored success rate by reviewing documented data supported by matrices.• Executed short and long-term scalable strategies within the quality assurance program, promoting employees' interest in providing customer advocacy services.

Springfield, Massachusetts, Us

During this position, I developed the MassMutual site in Phoenix and consulted with the leading executives to build the training department, removing the performance gaps/lags and proposing appropriate solutions. Here, I empowered the HR operations as an initial insurance company employee by onboarding and motivating 200+ employees to guarantee sustained business growth.Highlights of accomplishments in this role include:• Contributed to formulating and commencing training sessions, workshops, and enhancement courses for newly hired staff members, promoting core and soft skill development within the Sales and HR domains.• Conceptualized and formulated effective training materials, such as facilitator guides, trainee workbooks, assessments, and multi-medias, while channeling various modalities following the business requirements.• Collaborated with the analytics team to review the accuracy of performance and revenue matrices, which aided in determining the future growth-favoring strategy for fulfilling potential needs.• Extended peerless mentoring to interdisciplinary Subject Matter Specialists, delivering continuous and dedicated support in individual and collective career development.

Los Angeles, Ca, Us

In this role, I leveraged my technical and operational skills to streamline business operations while leading, training, and supporting respective associate teams. Here, I established coordination within the systems and processes across multiple functional domains, including training, quality assurance, and business project management departments.Highlights of accomplishments in this role include:• Launched an impactful two-year contractor training program comprising a six-month curriculum while creating the overhauled material and enforcing quality assurance protocols during all project phases, from piloting to implementation.• Managed and facilitated around 100 contractors throughout the training program, ensuring the onboarding and retention of knowledgeable and skilled client replacements at a 10% faster rate, improving the foundational knowledge by 25%.• Substituted multiple consultants with one collaborative agency to increase the business networks and cut the distributed expenses for the external services.

Valley Forge, Pa, Us