Dana Groters
Cave Creek,AZ
Summary
Results-driven Director with extensive experience overseeing customer experience initiatives, leading cross-functional teams, vendor management, and employee development. A disciplined and organized operations leader with a proven track record in customer relations, project management, and performance improvement. Known for effectively driving operational efficiency by building successful teams to enhance overall customer experience.
Overview
24
24
years of professional experience
Work History
Director, Customer Experience
Everly Health
Austin, TX
09.2021 - Current
- Spearheaded initiatives to enhance customer engagement and streamline operations, leading to improved service delivery and increased customer satisfaction.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects
- Directed cross-functional teams to address complex challenges through innovative solutions, aligning efforts across departments to meet organizational goals.
- Analyzed customer data to identify performance trends, informing strategic decisions that improved call center quality scores from 85% to 98%.
- Led recruitment, training, and development programs, ensuring high-performing teams capable of meeting performance benchmarks and KPIs. Increased retention by 22%.
- Drove the adoption of new technologies to enhance workflows and improve team productivity, while reducing labor costs by 37%.
Manager, Contact Center
Rentpath (Rent.com)
Phoenix, AZ
10.2016 - 02.2021
- Directed a team of 100-150 customer service agents, managing both onsite and remote operations to ensure consistent quality across all channels.
- Designed and implemented policies and procedures that ensured compliance with corporate standards and enhanced service delivery.
- Led the development of training programs focused on call handling, customer service best practices, and policy compliance, resulting in improved team performance.
- Oversaw KPI analysis, including metrics like first-call resolution and average handle time, driving performance improvements and higher customer satisfaction rates.
- Managed vendor relationships and worked closely with technical teams to resolve issues, maintaining system uptime and service continuity.
- Introduced new technologies, such as CRM systems and automated tools, to improve contact center efficiency.
Case Analyst II - Contract
Cognosante
Phoenix , AZ
12.2015 - 05.2016
- Led the resolution of complex issues related to the 1095-A Healthcare tax form, ensuring regulatory compliance and customer satisfaction.
- Utilized analytical tools to identify discrepancies in eligibility reconciliation, recommending process improvements that enhanced efficiency.
- Provided expert support to stakeholders, using technical knowledge to solve processing and transactional issues.
Supervisor; Contact Center Training and Quality
Meijer Inc.
Walker, MI
08.2000 - 10.2015
- Directed training and quality assurance efforts for a contact center of over 150 virtual agents, ensuring high performance in B2B, eCommerce, and employee benefit inquiries.
- Led recruitment, onboarding, and development programs to build a highly skilled team, including management of an additional 30-50 seasonal agents.
- Monitored and reported on key performance metrics, identifying areas for improvement and implementing strategies to enhance service delivery and employee productivity.
- Fostered a culture of continuous improvement, implementing new processes that drove contact center efficiency and team morale.
Education
Grand Haven High School
Grand Haven, MIFerris State University
Big Rapids, MISkills
- Strategic Leadership & Execution
- Operations Management
- Cross-Functional Team Leadership
- Vendor & Partnership Management
- Employee Development & Retention
- KPI Developement, Tracking & Data-Driven Decision Making
- Process Optimization & Efficiency Improvements
- Performance Management
- Customer Experience Enhancement
- Resource Allocation & Budget Management
- Quality Assurance & Continuous Improvement
Timeline
Director, Customer Experience
Everly Health
09.2021 - Current
Manager, Contact Center
Rentpath (Rent.com)
10.2016 - 02.2021
Case Analyst II - Contract
Cognosante
12.2015 - 05.2016
Supervisor; Contact Center Training and Quality
Meijer Inc.
08.2000 - 10.2015
Grand Haven High School
Ferris State University
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