Andrea Felixon-Swartz
Mt. Pleasant,SC
Summary
Results-driven CX executive with experience leading large-scale and high-end projects while improving and enhancing productivity, processes, and people operations. Drives a culture of customer-based achievement through empowerment, motivational leadership, project management, and contact center development.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Director of Customer Experience
Quoizel Lighting
01.2017 - Current
- Define and implement organizational vision for customer experience with primary oversight of global customer care and data entry operations
- Leverage customer success and satisfaction through comprehensive data analysis around response rates, accuracy, and phone time
- Structure support team and oversee technology implementations
- Elevated call center productivity and efficiency 90% by eliminating non-value activities and increasing team capacity by designing departmental workflow from the ground-up
- Designed and implemented a new contact center strategy to achieve service level standard of 80% all incoming call requests answered with 30 seconds or less along with improving ACW, AHT, and overall abandonment metrics both at team and individual agent level
- Developed ticketing system for handling and resolving technical post sales calls, emails and chat portals
- Reengineered order fulfillment process to achieve order efficiency of 90% order accuracy by building a new team and workflow between ERP entry and shipping logistics
- Pivoted to remote work within 2 days of COVID-19 to through implementing CRM software, Talk Desk, and early adoption of Microsoft Teams for interoffice communication
- Retained and redeployed 100% of furloughed employees within 4 months by demonstrating to C-suite the value they bring to the customer experience
- Increased on-time shipping performance by 10% through collaboration with transportation carriers and departments to review and update current processes
- Deployed a control chart strategy to maintain agent productivity at 75% as well as keep WFH staff engaged
- Eliminated 90% of order holds by improving electronic data interchange processes, flows, and communications in partnership with IT
- Saved $25,000 in labor costs by implementing Lean tools, process mapping, and reducing staffing needs through BPO strategy.
Senior Manager of Quality Services
MUSC Health – Patient Access Call Center
01.2009 - 01.2017
- Designed and directed all internal and external call programs for 150-agent inbound call center with 6 direct reports
- Developed, supervised, and monitored key performance metrics (CAHP/Press Ganey), and reengineered complex access points for schedule management and wait lists
- Collaborated with senior leadership on access strategies, process optimization, and assessments
- Increased expedited patient referrals from 200 per week to 2,000 per week by creating concierge function for Health System Strategic Partners
- Increased focus on CAHPS within PAC by embedding post call consumer surveys with questions related to those metrics, resulted in increased agent performance and quality patient interactions based on the scores
- Designed and implemented Telehealth referral and scheduling operations
- Optimized performance by creating Standard Operating Procedures for Patient Access Center and Quality and Training Functions
- Increased efficiency in entering patient insurance during scheduling resulting 90% insurance verification prior to office visit
- Reduced wait time and abandonment %s by identifying need for and project managing the development of Workforce Management Tool
- Decreased agent attrition by 33% after originating “Employee Engagement Council.” Implemented comprehensive CRM suite and created Account Management Program for Strategic Partners to ensure referrals had access quickly and were attended to properly
- Redesigned new hire onboarding program including 4 key competencies areas
- Developed “Voice of Customer” program to optimize service and exceed caller expectations.
North American Training Manager
SWATCH Group
01.2006 - 01.2009
- Managed training operations for all of North America and the Islands for retail sales, customer service, and wholesale
- Travelled to retail stores to train associates on all operations
- Created suitcase training program adopted worldwide for new associate onboarding
- Enabled 10% increase in US sales which was directly tied to new hire training program
- Developed regional training team by handpicking regional field managers to enable “hub training” across the US.
Director of Training
W Hotels
01.2004 - 01.2005
Learning and Development Manager
Comcast
01.2003 - 01.2004
Senior Trainer
Montblanc
01.2001 - 01.2002
Regional Training and Development Manager
Excite@home
01.1999 - 01.2001
Training Manager
Tourneau
01.1996 - 01.1999
Education
Skills
- Strategic Thinking
- Data-driven decision-making
- Innovative Mindset
- Customer Journey Mapping
- Complaint Handling
- Decision-Making
- Microsoft Office
- Relationship Building
- Brand representation
- MS Office Suite
- Strategic Planning
- Training and Onboarding
- Social Media Strategy
- Customer Relationship Management (CRM)
- Root Cause Analysis
- Brand-building strategies
- Performance Evaluations
- Customer Retention Strategies
- P&L Management
- Budgeting and Allocation
- Team Recruiting and Hiring
- Salesforce CRM Software
Certification
- Myers-Briggs
- FIRO
- Achieve Global Sales Certification
- Coverdale Leadership
- Captivate
- Avaya
- Cloud Contact
- EPIC
- IMPROVE Certificate
- Microsoft Dynamics
Qualifications Summary
A proven builder and architect of dynamic, high-paced, and productive global contact centers on site and virtually designed to deliver impactful customer experiences across multiple contact channels (phones, email, chat, and social media.) Bring a data-driven approach to scaling processes and talent development. Digs into numbers to get the big picture around performance. Partnered and implemented a BPO strategy to handle overflow and incoming transactional high-volume consumer/customer requests. Looks at processes with an innovative lens and puts strategies in place to enhance customer experiences. Seasoned training and development expert in developing educational tools from onboarding, coaching, and training to ensure agents understand what is expected as well as equipped to deliver service excellence in every channel encounter.
Personal Information
Title: Customer Experience Executive
Timeline
Director of Customer Experience
Quoizel Lighting
01.2017 - Current
Senior Manager of Quality Services
MUSC Health – Patient Access Call Center
01.2009 - 01.2017
North American Training Manager
SWATCH Group
01.2006 - 01.2009
Director of Training
W Hotels
01.2004 - 01.2005
Learning and Development Manager
Comcast
01.2003 - 01.2004
Senior Trainer
Montblanc
01.2001 - 01.2002
Regional Training and Development Manager
Excite@home
01.1999 - 01.2001
Training Manager
Tourneau
01.1996 - 01.1999
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