|
Directed the customer service and support of call
centers as large as 300 employees for delivery and installation of technology solutions for Deloitte & Touche, Kronos,
Toshiba and clients including Ciba-Geigy, Tenet Hospital and Tropicana. Built technological
and human resource infrastructure improving the delivery of products and services to corporate and retail customers in domestic
and global markets. Designed and implemented customer satisfaction strategic plan leading to a 95% customer retention rate.
Led integration of customer support data into product enhancements and development.
- Directed the planning
and implementation of training and information sharing at Deloitte resulting in a reduction of call volume by over 40%.
- Implemented
call center operational improvements leading to a 100% increase in customer satisfaction.
- Created customer service
career development program leading to an 80% reduction in turnover.
- Reorganized technical support across multiple
departments at Toshiba increasing efficiency by 20%.
- Led global implementation of ACD system increasing efficiency
of customer service operations.
|
