Suzanne Ronner Email & Phone Number

Edison, New Jersey, Us

Edison, New Jersey, Us

Leading the initiative to create a centralized Patient Access/Engagement strategy for Hackensack Meridian Health, the most comprehensive and integrated health care network in New Jersey. The new access center spans across ambulatory scheduling, referral management and a broad range of customer touch points, processes, applications and channels along the care continuum. Partnering closely with senior leadership, physician leaders, IT and Operations to ensure a seamless, exceptional patient experience.

Dania Beach, Fl, Us

Provide strategic advisory consulting services to executive leaders at Spirit Airlines, the 8th largest airline in the U.S., on leveraging technology and operations to deliver improvements to the customer experience. Projects include contact center supplier strategy and assistance with contract negotiation to drive efficiencies, cost reduction and improved service levels.

Providing customer experience and contact center advisory services to Pointel clients

Chandler, Arizona, Us

Elected to the National Board of Directors of the Society of Consumer Affairs Professionals (SOCAP) International. SOCAP is the leading dynamic and collaborative community committed to elevating the standard for service excellence globally.

New York, Ny, Us

Provided vision, leadership and direction for all services offered to members, providers, brokers and patients. Led the corporate strategic transformation initiative engaging employees in the culture change to customer-centricity in executing the Affordable Care Act and integrated value-based care. In 2015, also appointed by CEO to lead the patient experience of ADVANTAGECARE PHYSICIANS, one of NY Metro’s largest physician-led clinical practice, with 36 medical offices and 450 physicians. • Improved staff efficiency by over 15% utilizing workforce management and lean six sigma practices.• Expanded customer accessibility and diversified channels of communication (IVR, social media, SMS, mobile apps, automated acknowledgement) resulting in a 9–point increase in Net Promoter Score. • Drove a multi-year Call Center Transformation project with cross-functional team targeting improved quality/cost. Reduced operating cost by $2M and improved first contact resolution by 5% in first year. • Founding member of corporate Women’s Leadership Program and active mentor and executive committee member of High Impact Leadership Program. • Initiated personalized service strategy for Medicare patient population (over 500K members/patients), resulting in 96% of all contacts resolved in one day and a 40% decrease in employee absenteeism.• Led a successful Neighborhood/Community Growth Strategy initiative that drove a 10% increase in membership.

Fort Washington, Pennsylvania, Us

Provided both strategic and tactical insights, solutions and services to impact customer culture, experience and brand loyalty.

New York, New York, Us

• Led the top corporate strategic transformation initiative to engage employees worldwide in the culture change to customer-centricity. Dual reporting structure into Chief Marketing Officer and President of International.• Created customer mission and employee commitments that were embraced around the world. • Served as primary customer advocate, and managed the development and introduction of customer policies that promote customer retention, drive improvements in customer satisfaction and reflect key business priorities. • Developed suite of communications including employee intranet, newsletter, & KPI dashboard. • Improved customer accessibility and diversified channels of communication (e.g. Chat, SMS, apps, automated voice acknowledgements, etc) which resulted in a 5 point increase in customer satisfaction rates, from 85 to 90%. • Exceeded customer care revenue contribution target by 16%, with 28% year-over-year growth.• Managed multi-site structure of 10 suppliers, with 500+ agents handling 20 million interactions. • Collaborated with HR, Public Relations, Legal, CEO and Executive Committee to develop all external customer communications.

New York, New York, Us

• Leveraged similar businesses to strategically combine outsourcing of select functions to reduce supplier base, improve service levels by 20% and achieve savings of $11 million. Tight oversight of partners resulted in a complaint rate of < 0.5%.• Significantly enhanced customer care websites to grow digital traffic by over 30%. • Implemented initiatives to address customer retention via resuscitation programs that improved retention rate by 12%. • Implementation of Customer Satisfaction Survey methodology that measures NPS, satisfaction, first contact resolution and loyalty. Identified and articulated dollar value of satisfied customers to validate financial impact of our efforts.

New York, New York, Us

• Developed and launched self- service technology, with robust analytics to better meet customer needs and improved operating efficiency for a 15% reduction in costs.

New York, New York, Us

Managed multiple Customer Care suppliers, including selection, contract negotiation, and ongoing management.

New York, New York, Us

Launched a successful revenue generation program transforming customer care into a profit center.

New York, New York, Us

Managed internal team of over 200 associates handling customer calls and correspondence.

Collaborated with Legal and Quality Assurance to research and resolve all food-related claims, mitigating corporate risk and ensuring customer satisfaction and re-purchase.

Managed team of 20 providing inbound customer care for Gevalia Kaffe, Us Army/Navy, and Hyundai

New York, Ny, Us

While attending college full-time, supervised team of 12 providing support for all service initiatives for US and International subscriptions.