Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.
Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.
Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers. […]
Act as the internal advocate for customers, providing data-backed insights to improve service delivery.
Monitor customer issues, analyze trends, and lead initiatives to reduce defects...