I connect people to people, ideas, and information so that they might see things in a different way.

 

I am an accomplished marketing and customer experience professional with 20 years of leadership experience in organizations of all sizes.  Experience in B2C and B2B customer support with annual call volumes ranging from 100K to 1M.  Customer experience evangelist and brand fanatic.  Passionate, mission-driven and visionary innovator who practices a creative, mentoring approach to delivering results through the science and art of human relationships.

 

What I've accomplished

  • Golden Rule Insurance - Innovator and process architect of improved quality monitoring, mentoring and coaching programs.  Instructional designer and facilitator of customer service training.  Reduced turnover through developing reasonable expectancy guidelines and tiered career path.  Successfully evolved talent acquisition processes.

 

  • Macmillan Publishing - Improved service levels through consolidation of queues, best-practice scheduling, refined staffing and eliminating call drivers.  Reduced agent turnover rate from 60% to 12%.  Introduced team interviewing process that improved talent acquisition as well as departmental culture.  Developed elite team of expert agents to service top 100 revenue producing clients.

 

  • Brightpoint - Call routing and queue consolidation improved service levels by 233%.  Consulted prospective clients on viable outsourcing solutions.  Relocated call center operations to new facility.  Established Temp-to-Hire staffing model.  Conducted extensive salary survey.

 

  • Bell Techlogix - Authored extensive service contract and scope of work for outsourced IT help-desk and software deployment team.   Principal process architect for service interactions and field deployment.  Designed and managed initial planning of 2 state-of-the-art contact centers.  Consulted current and prospective clients on viable outsourcing solutions.
  • SGI, Inc. - Managed RFP process for outsourced contact center partner to serve Roche Diagnostics.  Facilitated satisfaction meetings and surveys with top clients.  Reorganized client project department including tiered career path, relevant job descriptions and salary survey.

 

  • St.Vincent Health 338-CARE- Directed all strategy and operations of inbound marketing contact center, referral line and physician answering service. Established Temp-to-Hire staffing model.   Managed system migration to McKesson CECC database.

 

  • St.Vincent OneCall Transfer - Principal process architect and innovation leader of new nurse-supported 24 / 7 / 365 contact center to coordinate inter-facility transfer of patients.  Simplified access, improved patient care and increased volumes/revenue.  Designed satisfaction survey form and process.

 

  • St.Vincent 338-KIDS - Principal process architect and director behind this new innovative nurse-supported 24 / 7 / 365 contact center to provide free pediatric nurse advice to Indiana parents.  Managed RFP process, contract and SLA for outsourced contact center partner CareNet in San Antonio, TX.

 

  • INDY Partnership - Since 2006 have served several times each year as subject matter expert for companies with call center operations considering Indianapolis for relocation and expansion.  Topics often include candidate pool, talent acquisition, real estate and competing call centers.