STREAMLINED OPERATIONS

Successfully implemented Salesforce as the CRM solution for the call center, moving away from shared Outlook mailboxes, leading to a 20% reduction in resolution timelines over two years. Leveraged Salesforce's capabilities to automate tasks, provide agents with relevant information, and improve overall customer experience

Championed the 'One-Process' initiative, unifying service tasks across 24 diverse clients. This standardization boosted operational efficiency, allowed the support of five additional clients without extra staffing, and significantly enhanced service delivery consistency. Developed structured training programs with milestones to ensure consistent service quality.

Reorganized the team to fund wage increases to entry-level and Supervisor associates, optimized staffing with a balance of temp and full-time employees and created clear career paths with structured training levels. This approach reduced turnover and increased retention, providing growth opportunities and better compensation.

Designed and deployed a comprehensive dashboard suite to track and analyze key performance indicators, including average wait times and first-touch resolution rates. This data-centric approach enabled targeted improvements, reducing touchpoints by 30% and significantly enhancing customer satisfaction. Launched to track client SLA metrics and Associate Performance Indicators.

Optimized order fulfillment by integrating call center operations with warehouse processes. Implemented standardized procedures and communication protocols, cutting order errors and extra shipment costs while improving customer satisfaction. Achieved a 50% reduction in non-conformance deliveries through innovative cross-functional collaboration.