Experience

Helen of Troy

• United States
• Manufacturing
• 700 & Above Employee

• Director of Consumer Relations

  • Feb 2021 - Present

  • Oversaw completion of major technology implementation with launch of new CRM, Oracle Service Cloud • Improved contact center efficiency reducing average handle time by 13% • Reduced cost per contact by 12% • Drove Net Promoter score to "world class level of 90 • Successfully delivered first call resolution rates to 96% • Reduced dependancy on temporary/contractor by increasing self service capablities through enhanced IVR functionality • Partnered with Digital Marketing teams to enhance online self service capabilities and reduce agent assisted contacts Show less



CVS Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director Program Management - Enterprise Modernization

  • May 2020 - Feb 2021

  • Developed and implemented COVID 19 service recovery strategy for Minute Clinic resulting in a 50% reduction in agent assisted calls • Led discovery efforts on a “Simplified Member Experience” across all CVS Health business units and presented outcomes and recommendations to steering committee • Responsible for the strategic planning and management of a range of initiatives related to the contact center Service Excellence • Developed and implemented COVID 19 service recovery strategy for Minute Clinic resulting in a 50% reduction in agent assisted calls • Led discovery efforts on a “Simplified Member Experience” across all CVS Health business units and presented outcomes and recommendations to steering committee • Responsible for the strategic planning and management of a range of initiatives related to the contact center Service Excellence



CVS Health/Minute Clinic

• Woonsocket, RI

• Director Contact Center Operation

  • Aug 2015 - May 2020

  • Implemented new CRM to streamline communication between contact center and Minute Clinics. Reduced workload on clinic Providers by 19% and increased contact centers first call resolution rate to 86% • Integrated 2 call centers to create one Patient Support contact center improving efficiencies, creating greater scale and reduced expenses • Led full scale replacement of Minute Clinic IVR to a Natural Language platform. Delivered successful IVR Selection rate of 81% and Successful Self-Service rate of 31% in the first 18 months of deployment. Reduced annual outsourcing spend by over $1M, reduced dependency on third party call center, and greatly improved the customer experience • Optimized and accelerated the on boarding and training programs improving agent retention rates and speed to agent efficiency Show less



Independent Consultant

• Woonsocket, RI

• CVS Health - Minute Clinic Call Center Strategy

  • Feb 2015 - Aug 2015

  • Conducted current state evaluation of Minute Clinic Call Center operations • Identified and implemented multiple “quick hit” process improvements that resulted in immediate performance improvements reducing AHT by 45 seconds and cutting cost per call from $2.01 to $1.65 • Designed and delivered Minute Clinic future state Contact Center strategy and implementation plan • Conducted current state evaluation of Minute Clinic Call Center operations • Identified and implemented multiple “quick hit” process improvements that resulted in immediate performance improvements reducing AHT by 45 seconds and cutting cost per call from $2.01 to $1.65 • Designed and delivered Minute Clinic future state Contact Center strategy and implementation plan



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Director, Operations Solutions

  • Apr 2013 - Sep 2014

  Successfully delivered on high-priority projects across Distribution and Personal Insurance. Created consistent and effective touch points with executive management to ensure the Operations Solutions team has a solid understanding of the key strategic deliverables and ongoing challenges within each channel. • Designed framework and strategic deployment plan for the Sustainability phase of the Lean transformation for the sales and service call centers and field offices. • Developed a project prioritization and capacity management process that improved speed to market of strategic initiatives, created cross channel visibility and transparency while identifying and leveraging best practice across the organization. Show less



RBS Citizens

• SVP, Contact Center Sales and Retention Manager

  • Dec 2009 - Apr 2013

  Led call center Service to Sales transformation strategy. Defined and implemented sales programs to drive revenue from new customer acquisition and improved cross sell ratios. Implemented new training programs and employee coaching & development practices to drive customer experience and loyalty. • Led call center Service to Sales initiative improving core product sales conversion rates by 235% and product enhancements “sticky products” by 324%. • Spearheaded the successful implementation of a LEAN transformation across 2 US call centers impacting more than 800 FTE. • Exceeded Service to Sales year 1 revenue targets by 280%. • Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure performance and satisfaction. • Partnered with Product Management and Marketing groups to implement new sales tools, job aids, and sales campaigns. Show less



Brown Brothers Harriman

• United States
• Financial Services
• 700 & Above Employee

• Vice President, Investor Services and Markets

  • Sep 2008 - Dec 2009

  Led strategic design and development of service solutions in support of new product offerings. Improve straight through processing of client invoicing. • Successfully led business line efforts on the implementation of new global billing system reducing cycle times by 90%, improving accuracy with straight through processing and reducing cost. • Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure department performance and satisfaction. Show less



Monogram

• United States
• Financial Services
• 1 - 100 Employee

• Vice President, Call Center Operations and Client Support Services

  • Feb 2007 - Sep 2008

  Promoted to oversee full range of client management, customer service and inbound sales activities spanning multiple sites. Led 7 Directors and over 500 staff members tasked with delivering best-in-class customer service and client support. $18m budget. • Led efforts in the development and implementation of new call center sales, service, and client support model for private educational loan offering. In 2006 facilitated over 3.3 billion in loan volume. • Led call center credited with generating an additional $100M in booked loans by successfully executing client outreach programs, redesigning collateral materials, and minimizing loan documentation requirements. • Increased customer satisfaction rates by 12%. Designed and launched new “Customer Experience” strategy providing customized client focused teams delivering a personalized customer experience. • Improved department efficiencies by 20%. Designed and implemented new business strategies and organization structure focused on the client experience, cost reduction and operational efficiencies. Show less



The First Marblehead Corporation

• Vice President Call Center Operations

  • Dec 2004 - Feb 2007

  Brought on board to build a scalable and cost-effective customer service call center under aggressive timeline and narrow budget, with a focus on delivering and sustaining best-in-class performance across multiple locations. • Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure performance and satisfaction. • Developed and managed high-performance teams to exceed service delivery targets. • Delivered a 68% productivity increase by utilizing new forecasting / capacity planning and workforce management methods. • Reduced annual operating expenses by $3M and created operational scale by delivering strategic outsourcing project spanning requirements definition, ROI identification, and implementation. • Expertly led customer life cycle initiative to capture significant improvements in processing times leading to a 31% increase in productivity. Show less



Fidelity Investments

• United States
• Financial Services
• 700 & Above Employee

• Director Implementation - National Financial Services

  • Feb 2004 - Jul 2004

• Director Business Analysis

  • Jan 2003 - Feb 2004

• Director National Call Center Operations

  • 1998 - 2004



Direct Federal Credit Union

• United States
• Banking
• 1 - 100 Employee

• Call Center Sales Manager

  • 1993 - 1995