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Customer Care Service

Sterling, VA
July 08, 2020

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Patricia Stiffler

Sterling, VA 703-***-**** EXECUTIVE LEADERSHIP, CUSTOMER CARE, PROGRAM DEVELOPMENT Specialized in: Designing Customer Experiences, Transforming Organizations, and Optimizing Efficiency An accomplished executive leader and developer of strategies that create positive customer experiences, retain customers, improve operational efficiency, and establish cohesion across teams. A proven record of success in implementing automation solutions, and using data to facilitate decision-making. Experienced with contact center management, BPO and vendor operations, and creating a working environment that is adaptive to changing technology and regulations. Effective negotiator, influencer, and dedicated mentor, known for driving cross-team collaboration with enthusiasm and skill. Strategic Planning Process Improvement Audit & Compliance Billing & Revenue Management Relationship Development Vendor Management CSAT, NPS Customer Experience Needs Analysis Empowering Leader Persuasive Communicator PROFESSIONAL EXPERIENCE



Chief Customer Officer 2019 - Present

Responsible for the overall Customer Experience of Washington Gas (utility) and WGL Energy Services (retail supplier), inclusive of the Contact Centers, Key Accounts, Back Office, Billing, Revenue Assurance, Collections, Regulatory & Finan- cial Compliance and Customer Escalations.

Initiated corporate-wide Customer Experience Journey Mapping (JM) program, focused on improving the overall quality of service provided to customers. The first two JMs completed resulted in a 40% reduction in billing inquiry cases and a 15% improvement in field technician completion rate for new meter installations.

Reduced monthly customer service call volume by 30% through a multifaceted, proactive customer communication strategy including social listening, eService enhancements, and improved training and quality assurance programs.

Oversee all aspects of Collections, aging of receivables, and bad debt expense that includes vendor management of out- side collection agencies and legal firms. Successfully met annual Bad Debt stretch target of 30% improvement over the prior year through creative solutions and focused initiatives.

Successfully transitioned WGL Energy Services contact center to new BPO provider on time and under budget with no material impact to CSAT or KPIs.

Ensure that processes and procedures performed within department comply with all SOX, internal audit, and regula- tory requirements with no major audit findings identified to-date.

Contribute to the company culture by actively participating in various committees (e.g., Executive Sponsor for Women’s Leadership Network, Mentoring Circle Mentor, and Internal Communications Action Network member). WGL ENERGY Vienna, VA

Director of Customer Experience and Billing 2017 - 2019

Responsible for delivering a favorable customer experience to all customers by collaborating with Sales, Marketing, Operations, and Regulatory teams to ensure that initiatives are aligned and delivering customer value.

Direct customer service, revenue management, and billing teams to establish, document, and adhere to best practices while developing communicative, proactive relationships with business partners and stakeholders.

Developed program to conduct weekly review all low CSAT scores to identify opportunities for process improvements, and to proactively reach out to dissatisfied customers.

Created collections strategies and procedures to successfully meet monthly revenue collection target of 30% or higher. Patricia Stiffler Page 2


Provide daily oversight to outsourced BPO vendor to ensure contractual requirements are met, service levels are consistently achieved, and work quality remains high. Critical service levels were met 100% of time during tenure.

Manage responses and resolutions to State Commissions and Tier III customer escalations by working closely with internal stakeholders, Regulatory POCs, and Legal team. INTERSECTIONS, INC. Chantilly, VA

Senior Vice President of Customer Operations and Experience 2008 - 2016

Managed annual operating budget of $35MM and 450+ staff members across multiple customer support centers.

Reduced spending by 35% through cross training of team members, implementing improved forecasting and planning models, and making improvements to standard operating procedures.

Negotiated BPO vendor contracts and pricing, and drafted terms for all new or renewed contracts.

Managed team to build 250-seat contact center to serve a new premier client; launched site on time and on budget.

Led company-wide morale and retention initiative that had significant impact on corporate culture.

Drove enhanced training and process improvements at all levels to achieve a 98% or better monthly success rate against key performance metrics for top clients, and increased customer retention rate from 6% to 36%.

Met personally with high-value clients to receive feedback, understand their needs, and ensure their satisfaction. Vice President of Customer Service 2005 - 2008

Transformed underperforming organization into flagship selling point for prospective clients within first year.

Led needs-analysis programs and managed resulting initiatives that included a revamped quality assurance program, revised employee performance metrics, enhanced employee incentives, and a rewrite of the new hire training curriculum.

Managed the implementation of an online library of policy documents using SharePoint to increase team access to procedures, training materials, and instructional bulletins. CABLE & WIRELESS, INC. Reston, VA

Vice President of Customer Support Services 1996 - 2004

Managed annual operating budget of $20MM and 300+ staff members across multiple customer support centers.

Oversaw division projects, establishing metrics, determining service objectives, meeting documentation requirements, and growing consensus among global project team members.

Represented US division CEO on several global Customer Experience Committees.

Founded and owned customer satisfaction survey program to gather responses, establish monthly goals, and develop action plans to address areas of concerns. Post initial launch, expanded the program across global divisions.

Integrated multiple technical support centers into core organization in response to company acquisitions.

Created successful outbound telemarketing program to sell telecommunications services to small businesses.

Received 3 President’s Awards for outstanding department performance and individual contribution. Director of Customer Care and Telesales 1995 - 1996 EDUCATION


Bachelor of Science, Marketing Management – Virginia Polytechnic Institute & State University

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