- Implemented technology desktop solution improving call efficiency by 25%
- Completed service gap analysis and created roadmap supporting merger of two Fortune 500 companies in transportation industry
- Provided strategic options and framework for outsourcing decision for large contact center
- Performed contact center capacity and design analysis supporting Center of Excellence strategy leading to multi million dollar expense reduction
- Developed advanced customer satisfaction initiatives driving satisfaction levels of 97% for Representative Knowledge and Courtesy
SJS Solutions, LLC
Contact/Call Center Consulting
- Operational reviews - assess current operations by performing gap analysis, developing strategic roadmaps, and optimizing workforce solutions.
- Contact center organization structure - assess contact center organization structure by supporting outsourcing initiatives, analyzing consolidation/expansion opportunities, and implementing centers of excellence.
- Help companies utilize their most important asset by identifying talent acquisition gaps, supporting training and skill development, and developing motivation/reward programs.
- Technology support - Implement technology solutions by developing business requirements, supporting vendor selection, and identifying desktop optimization opportunities.
- Business Process Design - performing workflow analysis, identifying process improvements, and developing multi-channel support strategies.
- Customer Experience - implementing voice of customer, customer satisfaction, and quality monitoring programs.
- KPI Assessment - assuring organizations have the appropriate metrics in place to drive effective behavior by reviewing current metrics, and assessing employee behavior and overall business results.