Dana Groters
Cave Creek,AZ
Summary
Driven Manager with many years of experience planning, coordinating and executing on all aspects of the customer experience. Proficient in leading cross functional teams, vendor management, administrative functions, and employee development/training. Disciplined and organized operations leader with a strong background focused on customer relations and team leadership.
Overview
24
24
years of professional experience
Work History
Director; Customer Experience
Everly Health
09.2021 - Current
- Led cross-functional teams in the development of innovative solutions to complex problems.
- Monitored market conditions and competitor activities to inform business decisions.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Identified opportunities for process optimization through data analysis.
- Facilitated collaboration between teams by encouraging open communication channels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Coordinated resources across departments to maximize productivity levels.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Assessed employee performance against established benchmarks or targets.
- Implemented new technologies to streamline processes and enhance productivity.
Contact Center Manager
Rent.com
Phoenix, AZ
10.2016 - 02.2021
- Overall Management of 100 - 150 onsite and virtual workforce
- Led cross-functional teams in the development of innovative solutions to complex problems.
- Developed policies and procedures to ensure compliance with corporate standards.
- Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
- Developed plans for recruiting new agents into the contact center team according to changing business needs.
- Created reports outlining key performance indicators such as average handle time, first call resolution, abandonment rate.
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
- Ensured adherence to quality assurance processes such as scripting and call recording for all calls handled by the contact center.
- Monitored and evaluated employee performance to ensure compliance with company standards.
- Worked closely with vendors such as telecom providers or technical support teams in order to troubleshoot any system related issues quickly.
- Resolved complex customer complaints in a timely manner while maintaining excellent customer relations.
- Oversaw implementation of new technologies such as automated dialers or CRM systems into the contact center environment.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
Case Analyst II - Contract
Cognosante
Phoenix, AZ
12.2015 - 05.2016
- Health Insurance reconciliation, research, resolve discrepancies with the 1095-A Healthcare tax form
- Identify and solve customer information and processing issues.
- Maintained accurate records of all data collected during analysis processes.
- Identified needs of customers promptly and efficiently.
- Analyze discrepancies in eligibility reconciliation process for multiple stakeholders.
- Apply Triage, research, collaboration and technical knowledge to resolve transaction and processing issues.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Supervisor, Contact Center Training and Quality Assurance
Meijer Inc.
Walker, MI
08.2000 - 10.2015
- Management over 150+ virtual call center agents; Trained in multiple skills; B2B, Ecommerce, Employee Benefits, office & store calls
- Additional 30-50 Seasonal Agents Nov-Dec
- Participated in recruitment efforts by interviewing potential candidates for open positions.
- Tracked key metrics such as average handling time and first call resolution.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with other departments within the organization in order to provide comprehensive support for customers.
- Monitored team performance and provided coaching to ensure adherence to company guidelines and quality standards.
- Oversaw daily operations of the contact center, including staff scheduling and customer service.
- Implemented new processes and procedures that improved overall efficiency of the contact center.
- Created reports detailing daily activities for management review purposes.
- Investigated customer complaints and implemented corrective actions when necessary.
- Developed initiatives designed to enhance employee morale within the contact center environment.
- Managed escalated calls from customers who were dissatisfied with their experiences.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
Education
Business
Ferris State University
Big Rapids, MISkills
- Project Coordination
- Operations Management
- Staffing and Retention
- Vendor Management
- Script review and revision
- Cross-functional team leadership
- Partnerships and Alliances
- Employee Development
- KPI Tracking
- Schedule Management
- Performance Improvement
- Customer Service Management
- Team Leadership
- Resource Allocation
- Quality Assurance
Businessreferences
- Mark Sadosky, Vice President Live Response Solutions; Rentpath, 480.323.5601
- Misti Meza, Supervisor LRS; Rentpath, 602.471.4958
- Trish Martin, Supervisor LRS; Rentpath, 602.299.7054
- David Lopez, Manager Corporate Training/Development; Meijer, 231.638.2011
- Chris Andresiak, Store Director; Meijer, 616.818.9837
Summaryofqualifications
MS Word / Excel / PowerPoint, NICE InContact WFM, QM, NICE InContact CXone Softphone, Google - Gmail, Docs, sheets, slides, chats, Zoom, Maxleases CRM, Dayforce WFM & Dayforce HCM, five9 - Contact center softphone software, Avaya Contact Center Express - Email Software, Ecommerce Order Management Systems, IEX Totalview - Call Center Scheduling / Statistics, CXM Call Monitoring / Evaluating Tool, CMS (Healthcare Customer Management System), Ceridian Self Service, Pipkins
Timeline
Director; Customer Experience
Everly Health
09.2021 - Current
Contact Center Manager
Rent.com
10.2016 - 02.2021
Case Analyst II - Contract
Cognosante
12.2015 - 05.2016
Supervisor, Contact Center Training and Quality Assurance
Meijer Inc.
08.2000 - 10.2015
Business
Ferris State University
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