Director, Business Consulting Services - Customer Care Operations
Promoted to lead the multi site omni-channel contact center strategies related to revenue growth, cost savings and customer satisfaction. Transform the customer experience across inbound and outbound telephony, email, chat and social media, 1B annual contacts, lowering the cost to serve and reducing customer effort. Drive effectiveness of contact center programs by evaluating and improving processes to deliver attainment of KPI performance excellence.
- Delivered $15M in run rate savings through program oversight optimizing the customer care support model.
- Designed and managed the implementation of the StoreCare+ call center service model supporting 8200 stores and enabling $10M annual savings with improved time to resolution for store issues across the chain.
- Developed and led the Shared Services Support Model consolidation eliminating redundancies while improving efficiencies through greater rigor in operational processes resulting in $40M savings over 5 years.
- Delivered blended cost per contact 18% below budget in NPS score 106% of fiscal year target.