Director, Customer Experience/Voice of the Customer

HERMAN S. SANTOS

Land O Lakes, FL ***** 314-***-****

linkedin.com/in/herman-santos ***********@*****.*** CUSTOMER EXCELLENCE LEADER

Drives the Achievement of Voice of the Customer Strategies Strategic, results-oriented leader adept in designing and implementing end to end service methodologies. Proficient developer of high-performing and highly-engaged organizations and cultures. Passionate, skillful cross-function influencer with robust experience in collaborative problem solving, teaching, public speaking and diverse setting customer/client management. Areas of expertise:

• Customer Service Satisfaction

• Customer Loyalty

• Voice of the Customer

• Quality Assurance

• Employee Engagement

• End to End Process Improvement

• Leadership

• Change Management

• Customer Centric Culture

Development

PROFESSIONAL EXPERIENCE

COCA-COLA REFRESHMENTS, Tampa, FL / Chicago, IL March 2011 – December 2018 Director, Client Relations (2016 – 2018)

Primary Business Services North America (BSNA) Coca-Cola Bottler client liaison and consultant. Built key relationships with client’s executive leaders and advised on business strategies designed to fully leverage BSNA operations for client objective achievement. Managed, orchestrated, and stewarded monthly service level agreement performance results, cost trends, and invoice reviews.

• Established client relationships from senior to sub-tower/department leadership and man- aged the client business model alignment with the Business Service Tower structure

• Leveraged and influenced capabilities to drive the consistent achievement (2018 average: 93%) of well-defined agreed upon service deliverables

• Coordinated BSNA strategies, processes, initiatives, communications/Change Management and evaluated opportunities to enhance client business strategies and results

• Performed, interpreted, and stewarded service level performance and cost trend analysis to client senior leadership and drove action when required Director, Customer Experience / Voice of the Customer (2013 – 2016) Developed and implemented the national contact center’s Quality Assurance strategy. Created Voice of the Customer capability leveraging customer insights to identify satisfaction, loyalty, and predict service performance impact on net growth. Led the North America Customer Support strategy including process administration and Region cross-functional process and performance improvement execution.

• Designed the Quality Assurance platform which positioned more than ~2k agents to deliver a best in class customer/client experience while simultaneously identifying process improvement opportunities

• Created Voice of the Customer capabilities enabling: 1.) Objective Quality Assurance metrics, 2.) Alignment across Quality standards, Business process, and customer value HERMAN S. SANTOS ***********@*****.*** Page 2

• Blueprinted new Quality performance reporting structure across 14 unique departments enabling standardized visibility which facilitated the Contact Center exceeding Average Agent Score goal (87% vs. 83%>).

• Led the North America Customer Support strategy driving a culture that reduced overall customer support incidences by 28%, customer complaint volume by 43%

• Produced $360k in Productivity savings and additional $350k in cost avoidance across multiple organizations by implementing several technical and process driven innovations Director, Regional Customer Care (2011 – 2013)

Developed and drove Coca-Cola Refreshments (CCR’s) Region Customer Support vision, strategy, and execution, enabling continuous improvement and performance goal achievement. Produce end to end/year over year multi-function service performance improvement by driving increased customer accountability. Establish a clear and compelling linkage between service performance to drive customer loyalty and retention. Support Region balance achievement between operational efficiency and service excellence.

• Acted as a corporate project leader driving innovation of sustainable processes designed to improve service quality and reduce customer effort

• Designed a Customer Issue Resolution interface used by over 9k field/contact center as- sociates, (integrated into future CRMs), which increased service execution visibility and a reduction of processing time enabling contact center first call resolution empowerment

• Established wiring improvements that resulted in a reduction of 30k calls to Field Sales increasing time for productive selling

• Provided leadership direction for Region/Customer Care Center training/change management strategies and tactical deployments for +9k associates Coca-Cola Enterprises Senior Manager, National Customer Support (2009 – 2011) Developed and drove Coca-Cola Enterprises’ (CCE’s) Customer Support vision, strategy, and execution, enabling continuous improvement and performance goal achievement. Responsible for stewarding regional and corporate function ownership of CCE’s Customer Support model facilitating customer loyalty and retention. Facilitated balance between operational efficiency and customer service goal achievement.

• Developed strategic direction for North America which included the orchestration and deployment of customer support management routines to approximately 10k employees directly influencing a 21% on-time response improvement and 14% reduction in customer generated repeat calls

• Led collaborative efforts in building effective 1st call resolution and back-end capabilities that produced significant results including a 41% Full Service fill repeat call reduction

• Created Market Unit/Distribution Center level chronic performance management routines that drove a Repeat Call reduction of 2-4 percentage points

• Produced customer support strategic and tactical direction for approximately 1k US and Canada contact center agents to include process, scripts, and training, COCA-COLA Enterprises, St. Louis, MO / Tampa, FL / Chicago, IL 1994 – 2011 Various Region/Division Customer Service/Contact Center Leadership Positions PROFESSIONAL AFFILIATIONS

NICE User Group Community

Customer Contact Council

Marcus Evans

Direct Marketing Association

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