Barbara A. Roush
North Canton,OH
Summary
Results-driven Customer Service Operations Leader with over 15 years of experience in team management and development. Expertise in problem-solving and change management, utilizing technology solutions to elevate customer satisfaction. Strong background in strategic planning and operational improvement, consistently surpassing performance goals while fostering collaboration and building partnerships to enhance organizational success.
Overview
17
17
years of professional experience
Work History
Director Customer Care & Experience
PRO DRIVEN GLOBAL BRANDS
Pittsburgh, PA
01.2023 - Current
- Day-to-day leadership and performance management for all customer support service operations including order management, multi-plant-based product fulfillment, warranty/claims and product and sales support serving US, Canadian, UK, Australia and Europe.
- Translate enterprise goals into strategic tactical plans to ensure sales and performance metrics are achieved.
- Foster a positive culture of customer-first and proactive response transactions rather than reactive responses to build customer satisfaction, loyalty and reduce churn.
- Strategically develop staff through coaching, mentoring, training and formal improvement plans.
- Identify and prepare team members for career advancement opportunities.
- Develop frontline leaders to master scalability while driving performance and engagement to meet KPI and SLAs to deliver customer satisfaction expectations.
- Drove continuous improvement initiatives that utilized A-I technology to enhance customer and agent experience.
- Collaborated with internal and external stakeholders (manufacturing, product management, engineering, sales, marketing, credit & collections, HR, supply chain, IT, finance, vendors, senior leadership, customers) to align operations with organizational goals.
- Voice of customer champion turning customer voices into actionable strategies and initiatives to ensure customer-first commitment collecting and analyzing customer feedback through SCAT, NPS, CES reporting, semi-annual surveys and quarterly customer focus groups and collecting customer responses from day-to-day contacts creating actionable follow-up resolution processes for negative experiences.
- Addressed and resolved challenging customer complaints to improve satisfaction.
- Prepare quarterly reports to senior leadership sharing customer feedback analysis and recommended resolution action plans.
- Restructured department to exceed KPIs. Drastically improved metrics reducing abandonment rate of 26% to less than 2% in one month, reduced customer churn by 18%, increased CSAT scores from 56% to 88% and raising NPS scores by 32% in first 6 months.
- Introduced and implemented A-I tools to improve efficiency, reduce costs and improve accuracy (auto attendant, chatbots, knowledge base for product information, warranty and claim execution, auto response and agent assistance).
- Implemented and project managed ticket management system, redesign of call routing and priority system, inclusion of customer satisfaction scoring (NPS, CSAT, CES), online portal for customer self-service and an online ordering system.
- Developed and implemented agent performance metrics with bonus program, one-on-one monthly performance reviews and daily dashboards to encourage improvement and initiated career path for each team member.
- B2B and B2C global manufacturer of full line of professional-grade ladders, storage boxes and fall protection products built to last for generations for the most challenging jobs. Distributed to big-box and multi-location retailers, professional distributors, sales agencies and consumers throughout US, Canada, Europe, Asia, Australia, and New Zealand. Over 1,200 employees with sales exceeding $1.2 billion.
Customer Service Director
BIGELOW TEA COMPANY
Fairfield, CT
03.2017 - 05.2023
- Lead and manage US, and EU customer support organization driving efficiency, accuracy and scalability improvements across global order entry and contact center (call, fax, email, chat, social media), RMA teams.
- Aligned and standardized business processes across teams, enhancing operational consistency and supporting company objectives.
- Introduce and implement innovative automation projects to optimize call and email routing to improve first response and contact resolution time.
- Develop and lead strategies to enhance customer satisfaction, loyalty and retention (reduce churn).
- Conducted continuous gap analysis to identify customer pain points, driving targeted improvements in customer experience.
- Collaborate with internal and external stakeholders (Sales, Marketing, R&D, HR, Supply Chain, IT, Finance, vendors, senior leadership and customers) to align operations with organizational goals.
- Establish and foster a positive culture of continuous improvement toward excellence, collaboration and accountability through workforce management, frequent performance feedback reviews and initiating an equitable and nurturing environment.
- Establish and monitor KPIs and SLAs to align with best practices and contractual agreements.
- Represent voice of customer in cross functional meetings and decisions sharing customer feedback analysis and recommended resolution action plans.
- Resolve escalated customer issues.
- Oversaw business process outsourcing operations to ensure efficiency and service quality.
- Administered budget management strategies to control costs and optimize spending.
- Implemented contact ticketing system that reduced response time by 60%.
- Implemented customer feedback reporting (CSAT, NPS); improved CSAT scores from 77% to 92% in one year.
- Established outbound telesales/retention and recovery programs resulting in 24% in incremental sales year after year.
- Developed and implemented call center metrics; scripting; call routing improvements; order to cash process improvements; and continuous training and leadership programs.
- Iconic global B2B and B2C CPG company manufacturing and distributing teas to direct-to-consumers, retail shops, retail mass market stores, large retail (Wal-Mart, Target, and Amazon), restaurant, grocery and food service distributors both domestically and internationally. Sales exceeded $300 million. Over 350 employees.
- Developed customer service strategies that increased client satisfaction and loyalty, contributing to improved retention rates.
- Led a team of customer service representatives to improve service delivery standards.
- Implemented feedback systems to gather insights from customers and staff.
- Trained and mentored staff on best practices in customer engagement techniques.
- Coordinated with marketing teams to align customer service with brand messaging.
- Analyzed customer complaints to identify trends and recommend process improvements.
- Oversaw the use of CRM software for tracking customer interactions and inquiries.
- Established performance metrics for evaluating team effectiveness and efficiency.
- Worked closely with marketing teams on promotional campaigns targeting customers.
- Created scorecards per customer service representative to gauge progress and improve satisfaction and service outcomes.
- Reviewed operational challenges with external vendors, consistently improving service levels.
- Developed and implemented procedures pertinent to successful and efficient operation of sales and customer service department.
- Re-designed quality program to accurately evaluate team performance and provide feedback.
- Measured and tracked KPIs to enhance customer experience and improve customer retention.
- Developed training materials for new hires and ongoing development of existing staff members.
- Supervised schedules and duty assignments for customer service personnel to properly staff department.
- Established key performance indicators to measure the effectiveness of customer service operations.
- Assisted customer service representatives in troubleshooting orders requiring special handling.
- Coordinated cross-functional teams to develop comprehensive solutions for complex requests from customers.
- Maintained knowledge base documentation related to product features, services, system updates.
- Created monthly reports outlining customer service trends and initiatives.
- Identified areas of process improvement by analyzing call volume patterns and staff utilization rates.
- Implemented sales engagement programs to reward customers and nurture relationships.
- Reduced department labor costs by managing overtime and refining shift schedules.
- Conducted regular meetings with staff to review progress and provide feedback.
- Collaborated with other departments to ensure customer needs were met in a timely manner.
- Conversed with customers to receive valuable feedback and suggestions for improvement.
- Monitored call center performance metrics such as average handle time, first-call resolution rate, and abandonment rate.
- Arranged training sessions to enhance employee skills and knowledge.
- Implemented new technologies such as live chat software to improve customer experience.
- Recruited, trained, and managed a team of customer service representatives.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Led team engagement to assist cross-functional departments and achieve goals.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Conducted research and reviewed findings to solve customer issues.
- Explained benefits, features, and recommendations to maximize client retention.
- Conducted training and offered staff development opportunities to decrease process lags.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
Director, Customer Service - Residential Solar
CRIUS ENERGY
Norwalk, CT
01.2016 - 01.2017
- Drive strategy and tactical initiatives for lead generation, inside sales and customer support teams.
- Developed retention and recovery programs increasing sales by 7% in six months.
- Established and drove service level and key performance metrics for all teams, enhancing team engagement.
- Develop and implement continuous training programs for continued development of sales and customer service teams.
- Developed and implemented KPIs and performance feedback initiatives.
- Conducted continuous service gap analysis to identify and implement changes that met business objectives, while training staff and authoring training documents.
- Collaborate with regional sales management, operations, and marketing to develop strategic plans to achieve expected results.
- Report monthly voice of customer, departmental metrics and sales projections to senior management.
- Developed and implemented continuous development and training programs to meet expected sales results.
- Managed direct-to-consumer sales for electric, natural gas, and solar energy services to residential and commercial clients.
Customer Service, TeleSales Director
STANDARD COFFEE/DS SERVICES (dba: Crystal Springs Water)
Atlanta, GA
01.2009 - 01.2015
- Lead and manage customer and sales support teams driving strategic and tactical plans to improve efficiency, and scalability while increasing sales.
- Develop and drive the management and conversion of all incoming leads using CRM.
- Drove service level and key performance indicators to elevate customer success and increase sales by ensuring high-quality leads were received and contacted, while monitoring trends and team productivity.
- Develop and coach in-house, remote and BPO teams to drive prospect and customer engagement.
- Drive and manage change management projects to improve customer experience.
- Fostered high-performing team members and a collaborative culture to enhance team effectiveness.
- Exceeded goals by 22% in 2014; 52% in 2013 and 45% in 2011 due to elevated CSAT scores, reducing churn, targeting untapped and missed opportunities, identifying high-value opportunities, developing new strategies with external lead generation partners, collaborating with Marketing to create compelling lead generation programs, and implementing retention and recovery programs.
- Elevated CSAT scores by 10%. Reduced churn by 26% within two years.
- Implement, improve and conduct agent onboarding and continuous training programs.
- Conducted continuous service gap analysis to identify and implement changes aligning with business objectives.
- Prepare and present voice or customer and departmental metrics reports to senior management; prepare and present annual budget; oversee departmental expenses to budget targets.
- Established strong partnerships with distribution, field sales, marketing, IT, HR, and external vendor partners.
- Customized and Implemented 2 CRM systems (2010 and 2014); Implemented QA, WFM and IVR systems.
- National multi-brand home and office delivery of coffee, tea, break room supplies, bottled water, and filtration services. Annual sales exceeded $1 billion.
Education
B.S. - Special Education
St. John's College
Cleveland, OHSkills
- Customer care management
- Customer relationship management
- Non-profit management
- Data analysis
- Performance improvement
- Operations management
- Cost optimization
- Process automation
- Project management
- Change management
- Microsoft Office proficiency
- Budget control
- Order management
- CRM expertise
- ERP knowledge
- E-commerce solutions
- EDI implementation
- Issue resolution
- Team leadership
- Cross-team leadership
- Team management
- Leadership development
- Employee development
- Coaching and mentoring
- Team building
- Stakeholder collaboration
- Training development
- Conflict resolution
- Negotiation
- Crisis management
- Strategic planning
- Process improvement
- Analytical thinking
- Problem-solving
- Decision-making
- Critical thinking
- Multitasking skills
- Effective communication
- Verbal communication
- Team collaboration
- Visionary leadership
- Partnerships and alliances
- Company guidelines
- Talent acquisition
- Strategic planning
- Workforce planning
- Order management
- Project management
- Change management
- Microsoft Office proficiency
- CRM expertise
- ERP knowledge
- E-commerce solutions
- EDI implementation
- AI tools proficiency
Timeline
Director Customer Care & Experience
PRO DRIVEN GLOBAL BRANDS
01.2023 - Current
Customer Service Director
BIGELOW TEA COMPANY
03.2017 - 05.2023
Director, Customer Service - Residential Solar
CRIUS ENERGY
01.2016 - 01.2017
Customer Service, TeleSales Director
STANDARD COFFEE/DS SERVICES (dba: Crystal Springs Water)
01.2009 - 01.2015
B.S. - Special Education
St. John's College