$4.17/min

Translating Customer Experience Into Continuous Improvement

New Arrival
Created 4 years ago in Sales & Marketing / Growth Strategy

DEMONSTRATED EXPERIENCE:

- Highly capable to learn any business; rapidly getting to conversational fluency around an industry, market, or process
- Leverage CX / VOC program insights to be proactive in preventing root causes of complaints and customer dissatisfaction
- Successfully implemented large scale project to prevent complaint escalations and reduce overall inbound call volume
- Applied CX / VOC with Lean Six Sigma to target customer retention (LTV), wallet expansion and overall satisfaction
- Identified key opportunities for mitigation of reasons for inbound calls; reduced volume by 45% through focused initiatives
- Utilized Business Intelligence tools to combine Operational data, CX / VOC data, and CRM to drive insights and deliver results
- Continually monitor customer experience trends through leveraging large data sets and collaboration with business analysts

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