Jill Walter Email & Phone Number

Irving, Texas, Us

Dfw Airport, Tx, Us

• Led a team of 2 Supervisors, 2 Team Leads and 25 Customer Care Specialists in a corporate contact center to offer escalated support and customer service for our 1.2 million paid subscribers• Grew team from 8 to over 25 and expanded support hours from 56 hours per week to 105 hours per week• Implemented internal escalation process to support voice partners• Worked directly with Quality Assurance Coordinator to build, calibrate and implement scoring system for weekly review on all lines of communication • Overhauled site contact methods to Customer Care yielding substantial efficiency gains and improved user experience • Solely managed workforce to schedule based on service demand/spend/revenue• Successfully rolled out refund policy changes to retain revenue • Compiled and analyzed data to present in weekly status meetings with Vice President of Global Customer Care • Founding board member of Helping Hearts service organization • Responsible for interviews, hiring, training, recommending promotions, coaching, discipline and terminationsCustomer Care Supervisor July 2010 – June 2011 • Directly managed 2 Team Leads and 8-15 Customer Care Specialists• Handled executive level customer complaints • Increased customer satisfaction scores from 45% to 53% thru hands on coaching• Successfully launched live online chat support in proactive sales and reactive care formats• Creative incentives to motivate morale and performance, including week long annual Customer Care Week celebration for department of 45

• Led a team of 20 Leads and over 200 Customer Care Specialists in a 24x7 contact center to offer technical support and customer service for our 30 million members• Increased and maintained customer retention levels from 30% to 49% thru training, creative motivation and inspecting the expected service level• Quality Assurance for all levels/services• Development of call monitoring and grading structure • Created, trained and implemented solutions to attain customer satisfaction while maintaining revenue • Demonstrated ability to acquire technical knowledge and apply it to clients' needs • Responsible for interviews, hiring, training, recommending promotions, coaching, discipline and terminations Customer Care Team Lead Sept 2006 – June 2007 • Directly managed 10 Customer Care Specialists• Motivated team to top of departmental statistical scorecard• Handled escalated customers to achieve one call resolution for any and all billing or service issues Customer Care Specialist March 2005 – Sept 2006• Fielded incoming phone calls, emails and online chat inquiries to aid members in profile production and account management • Continually ranked top for productivity, retention, and quality of service• Trained incoming employees, including superiors

• Responsible for daily office operations including invoicing, payroll, accounts payable, accounts receivable, customer service, product price quotes and sales • Scheduling of staff and maintenance of supplies and product inventory needs• Served as Executive Assistant to company’s President