Terri Elliff Email & Phone Number

Manage key near shore outsourcing relationships for Avon Customer Care with full accountability for a $6.5M annual operating budget and a team of 300 associates in two vendor locations.Oversaw consolidation of three vendors across five locations to a single vendor in two locations, achieving significant efficiencies in oversight and support while maintaining service level and quality performance and increasing customer satisfaction levels. Directed comprehensive RFP process to identify near shore outsourcing options. Implemented pilot programs at two locations and measured to performance to identify best alternative for Avon. Gained agreement of Avon US Executive Committee to move forward with near shore vendor by demonstrating other benefits to offset incremental costs. Negotiated Master Services Agreement with new vendor partner. Drive business improvement efforts through redesigned process and procedures resulting in cost savings and improved customer experience. Led initiative to create a "Universal Agent" model, resulting in savings of $200k annually due to reduced call transfers while improving customer experience. Reduced translation service expense by 50%, resulting in annual savings of $60k.

Liaison role between Customer Care and other Avon business units and vendors for implementing application changes, new technology, and other business process redesign initiatives. Launched a comprehensive Customer Satisfaction tool including vendor selection, program design, development, and implementation. Customer Satisfaction results are KPIs in current vendor contracts to drive strong performance.Led a team of Business Analysts to manage technology used by Avon Customer Care including creating business requirements for desktop and IVR applications and facilitating user acceptance testing and production implementations. Represented Customer Care on Avon US strategy teams to facilitate changes, improve business processes, and drive Representative experience and success. Coordinated all Customer Care efforts including training, communication, technical support, and Representative feedback.

Cincinnati Oh

Directed all internal Avon Customer Care and external Avon Representative communication pertaining to Customer Care support for Avon Representatives and District Sales Managers. Developed and implemented all National Customer Care messages to Avon Representatives sent via telephone or email. Contacts exceeded two million per month with annual operating budget of $1.3M.Managed vendor relationship with on shore vendor in support of 1-800-For Avon, a national toll free number for Avon lead generation with call volume exceeding 1.5M contacts per year with annual budget of $3.5M as well as an annual holiday sales program resulting in sales of $1.2M.

Designed and implemented the formal quality process for the Avon National Contact Center to measure quality of service provided to Avon Representatives on inbound contacts.Managed all aspects of classroom training including facilitating learning, updating curriculum, responding to content inquiries, and providing feedback to Associates.

Washington D.C. Metro Area

Managed all aspects of designing and performing policy audits evaluating government programs and policies.

Bachelor Of Business Administration (Bba), Finance And Economics, Magna Cum Laude

Master Of Education (Med), Human Resources Development, 4.0 Gpa