Director, Business Consulting Services - Customer Care Operations
Promoted to lead multi-site contact center strategy team consisting of 30 members and $2.4M labor budget for six centers boasting one billion contacts per year. Oversaw $22.6M project portfolio focusing on transforming customer experience across contact channels, lowering cost to serve, and reducing customer effort. Drove program effectiveness by evaluating and improving processes and performance metrics to attain KPI excellence. Managed outsourcer supporting Walgreens’ e-commerce platform.
- Delivered $15M in run rate savings through program oversight, optimizing customer care support model through improved call containment in the IVR, improved call routing driving first call resolution (FCR), and enhanced schedule efficiency.
- Designed and managed implementation of StoreCare call center service model supporting 8,200 stores and enabling $10M annual savings through improved time to resolution for store issues across the chain.
- Developed and led Shared Support model consolidation, eliminating redundancies while improving efficiencies through greater rigor in operational processes, saving $40M in five years.
- Achieved blended cost per contact 18% below budget and Net Promoter Score (NPS) 106% of target.