Customer Experience Leader - Contact Center Excellence Specialist

SHARI C. WRIGHT

BEST CONTACTS: ************@*****.***

713-***-**** (M)

QUALIFICATIONS SUMMARY:

Customer Experience-driven with Contact Center Management certification, dynamic Servant Leader propels teams to performance excellence and ensures high quality service delivery as standard to elevate customer satisfaction. Powerfully experienced with over four years of contact center operations leadership, data-intensive decision maker moves the mission forward, assuming customer satisfaction, process improvement, coaching, procedural documentation, and escalation resolution ownership. Drives operational seamlessness, amplifying customer-centricity at the heart of service delivery with Quality Assurance and Training specialties supported by leadership rooted in service, purpose and impact.

CONTACT CENTER LEADERSHIP IMPACT:

Customer Satisfaction:

Improves CSAT by 12% in three months after exposing and addressing SLA contractual deficiencies discovered in a SWOT analysis.

Elevates service delivery with initiation and adoption of quality assurance protocols prompted by customer feedback and quality assurance performance data.

Data Analysis:

Supplements post classroom training with supervisory support teams during all operational hours upon reviewing center-wide quality assurance data reflecting excessive hold times due to system navigational challenges.

Diagnoses service breaches and develops action plans that improve inputs and outcomes with mechanisms in place to mitigate future occurrences.

Process Improvements:

Leverages performance and CSAT data analysis for process improvement and training initiative implementation as a champion of efficiency and operational excellence.

Empowers clients facilitating self-service resolution of noncritical technical issues with the launch of a shareable Knowledge Base resource. Increases team productivity, reducing monthly client contacts by 10% 45 days post launch.

Escalation and Complaint Resolution:

Develops and documents step-by-step process for effectively handling escalations and requesting leadership intervention.

Demonstrates calmness and attentive listening skills to diffuse escalations. Commands communication transparency and sets realistic customer expectations for resolution, relying on relationship-building techniques to gain the level of trust that drives consensus.

CONTACT CENTER LEADERSHIP AND VALUE-ADDED EXPERIENCE:

Emerson UU Church - Hybrid 02/23 - 10/25

RE Coordinator

Cultivated rich member and guest experiences in the coordination of all activities associated with youth-targeted religious education program delivery. Generated program interest by crafting monthly blog content and marketing blurbs for weekly newsletter publication. Conferred with parents and guardians onsite and via email and telephone to address concerns and dispense accurate information in addition to ensuring mandated compliance for all volunteers.

Our Lady of the Lake University - Remote 10/23 - 10/24

Customer Experience Advisory Board Appointment

Tapped to serve a one-year Advisory Board term for the academic institution’s Customer Experience Program, lending customer service trends and technology expertise to enhance curriculum.

Accenture – Remote 01/21 - 01/22

Service Delivery Operations Team Lead

Led a 20-member Tier I team responsible for ensuring seamless technical operations for the CA Department of Public Health’s Covid-19 Response Project as part of the client-facing management team. Monitored client feedback and developed data-driven process improvements. Served as an Innovation Hub liaison to increase employee engagement and encourage the submission of technical solutions. In addition to implementing a Quality Assurance program, created a communication training series to ensure exceptional client experiences are standard.

Resolved handling time anomalies noted in reporting HIPAA violations originating in the client’s service ticket submission with procedural retraining and updated documentation.

Beyond Finance – Hybrid 01/18 - 04/20 Sr. Quality Assurance/Compliance Specialist

Minimized risk to the FinTech startup by monitoring client interactions via phone and email for procedural and federal regulatory compliance. Assumed lead in call calibrations with C-level leadership to drive individual team member visibility and new hire mentoring responsibilities. Documented departmental policies and procedures. Assigned special legal project research duties as necessary. Furloughed 2020.

Partnered with client success, sales and training for the expansion of federal regulatory education impacting the financial industry.

Medology, Houston, TX

Customer Experience/Quality Assurance Manager 04/15- 04/16

Ideated and implemented a Quality Assurance Program driven by patient feedback to measure service delivery effectiveness. Deliverables included program criteria with critical customer touchpoints; KPIs with evaluative benchmarks; best practices documentation, training content development and monthly call monitoring reports.

Transformed brand perception from a product or service e-tailer to a deliverer of medical peace of mind with empathy positioned prominently in patient communications.

EDUCATION AND PROFESSIONAL DEVELOPMENT:

BA degree, Drake University, Des Moines, IA

Contact Center Management Certification, Benchmark Portal

Effective Public Speaking, Rice University, Houston, TX

Three Pillars of Effective Communication, LinkedIn Learning

Customer Experience Trends, LinkedIn Learning

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