Efficiency

• 26% reduction in average handle time, while first contact resolution improved
• $750K+ returned to the organization annually through staffing optimization
• Elevated self-service at one employer from 63.8% to 82.5%, returning millions in staffing reductions while growing revenue by eight figures over a five-year period
• 14–18% productivity increase through workforce management process redesign
• 65% reduction in projected technology enhancement spend via a platform migration
• $12M+ in contact center technology and transformation investments managed

Customer Experience

• Maintained 92% telephone service level across a unified, multi-line-of-business contact center
• Increased resolution rate for written contacts from 2+ days to 96%+ resolved within 24 hours
• Reduced overall call volume by 23% and average handle time by 26% in the same initiative
• Expanded telephone availability by 33% and chat availability by 550%

People & Leadership

• 80% year-over-year reduction in attrition following a redesigned staffing and scheduling strategy
• Elevated technician tenure at 180 days from 68% to a consistent 90%+
• Cut recruiting-pipeline hiring vacancies from 90 days to under 30 days
• Held leadership positions spanning Information Technology, Portfolio Management, and Product Development, with extensive experience in Inbound and Outbound Sales and all aspects of Customer Experience and service operations

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