Danielle Chambliss
Westfield,IN
Summary
Sensitivity: Confidential Danielle D. Chambliss Eager and enthusiastic leader with 15 years’ progressive experience in directing operations, staffing, change management, data analytics, and improving customer facing performance metric improvements organization. Well prepared with an Executive MBA and a solid track record of working, leading, and facilitating in team settings to achieve improved results, improved satisfaction, and better performance. Adept at using statistics to analyze performance metrics, manage operations, and provide support to leaders across a diverse enterprise. Seeking to leverage leadership skills, strategic vision, and operations expertise to drive efficiency, improve customer satisfaction and retention, and achieve business objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Director
Countrywide
08.2022 - Current
- Manage department of (~300)
- Oversee strategic direction and operational performance of 300-seat call center, managing team of 60 supervisors and roughly 250 agents on average
- Developed and executed call center strategies to achieve key performance indicators (KPIs), including service level, average handling time, and customer satisfaction
- Collaborated with cross-functional teams to develop and implement training programs, ensuring agents were equipped with necessary skills and knowledge to deliver exceptional customer service
- Monitored and analyzed call center performance metrics, preparing repots and presenting insights to senior management to drive informed decision making
- Coordinate activities of management colleagues within Service department to support annual operational metrics and foster management team building
- Analyze departmental performance metrics and look for relationships and interdependencies to find trends that will assist in regional performance improvement
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
Sales and Emergency Road Service Director
GEICO
07.2020 - 08.2022
- Manage department of (~600)
- Proven track record for improving performance in leadership role across various departments within organization
- Coach and develop supervisors and agents toward high performance
- Lead team to top tier performance in all relevant performance metrics
- Ranked number one rated manager for FY 19 based on operational metrics
- Manage departmental results including performance results for KPIs and retention
- Champion for EDGE deployment and customer service surveys
- Mentor supervisors and agents to foster career progression and solicit buy in to organizational mission, vision, and values
- Implemented customer feedback mechanisms and conducted root cause analysis to identify and address customer pain points, resulting in ___% improvement in customer satisfaction scores
- Attend sales and service meetings to understand departmental correlations and opportunities to increase synergy
- Coordinate activities of management colleagues within department to support annual operational metrics and foster management team building
- Analyze departmental performance metrics and look for relationships and interdependencies to find trends that will assist in regional performance improvement
- Utilized customer feedback to improve customer service
- Monitored and tracked dispatch communication systems
- Facilitated communications between customers and field personnel to answer questions or resolve concerns
Sales Manager
GEICO
07.2020 - 07.2020
- Manage team of 12 sales supervisors and corresponding customer service agents (~100)
- Manage departmental results including performance results for KPIs and retention
- Mentor supervisors and agents to foster career progression and solicit buy in to organizational mission, vision, and values
- Attend sales and service meetings to understand departmental correlations and opportunities to increase synergy
- Coordinate activities of management colleagues within department to support annual operational metrics and foster management team building
- Analyze departmental performance metrics and look for relationships and interdependencies to find trends that will assist in regional performance improvement
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
Customer Service Manager
GEICO
08.2018 - 02.2020
- Manage team of twelve customer service supervisors and corresponding customer service agents (~100)
- Proven track record for improving performance in leadership role across various departments within organization
- Coach and develop supervisors and agents toward high performance
- Lead team to top percentile performance in all KPIs
- Ranked number 1/75 managers for FY 19 based on operational metrics
- Mentor supervisors and agents to foster career progression and solicit buy in to organizational mission, vision, and values
- Attend sales and service meetings to understand departmental correlations and opportunities to increase synergy
- Coordinate activities of management colleagues within department to support annual operational metrics and foster management team building
- Analyze departmental performance metrics and look for relationships and interdependencies to find trends that will assist in regional performance improvement
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
Talent Management Coordinator
10.2017 - 08.2018
- Responsible for developing and implement talent acquisition strategies to attract high-quality candidates, including job postings, sourcing techniques, and candidate assessment methods
- Improved retention rate and effectiveness of program from 30% to 85% based on outlined promotional guidelines.
- Improved net promoter score from 40% to 90%
- Coordinate end-to-end recruitment process, including resume screening, interviewing, and making hiring recommendations
- Design and implement onboarding programs to facilitate smooth integration of new hires into organization
- Develop and deliver training programs to enhance skills and competencies of existing employees
- Conduct performance evaluations and talent assessments to identify high-potential employees for development opportunity
- Collaborate with managers to create and implement career development plans for employees
- Monitor employee engagement and satisfaction levels and develop strategies to improve retention and employee retention
Planning and Research Analyst
02.2017 - 09.2017
- Analyzed PPEA, P&L and staffing data
- Compiled reports and communicated all findings to management transforming data into meaningful information
- Managed all of R3 Credit Card transactions by tracking the purchases of users and reconciling those charges once they were reported
- Reconciliation included the detailed receipts and a detailed review of all purchases to ensure compliance of company credit card standards
- And budget variance information for Southeast
- Reconciled the petty cash and miscellaneous cash accounts for the both R3 and R9
- Reconciliation included monies paid out to departments for purchases under $50.00 and any incoming cash including movie tickets, badges, faxes, and UPS shipments
- Coordinated all associate recognition for region
- Staffing
- Maintained the regions staffing count, analyzed our turnover and hiring needs
- Worked with Plaza to create section codes and job codes to ensure that all newly hired teams or associates were able to access the data they needed and that their job functions were reportedly properly for our staffing counts
- Performed monthly analysis for SE Management highlighting deficits and areas of improvement
- PPEA
- Responsible for researching allocations and determining variables that have the greatest impact on the aggregate regional performance
- Created a PPEA YE Projection model using historical data that predicted our future performance
- Used the average standard deviation to provide a range of variance from the prediction
- YE actual did fall in the predicted range
- P&L
- Responsible for analyzing each individual cost in our Profit and Loss Statement and giving an analysis on which states and accounts were most profitable
- Performed a more in depth analysis on less profitable accounts to look for YoY results and account for growth or loss of market share.
Southeast Regional Plan Coordinator
08.2016 - 01.2017
- Responsible for analyzing and updating data from various databases provided in the corporate business plan and provide feedback to departments
- Prioritize tasks, deadlines, and meetings based on schedule given by Home Office
- Responsible for facilitating meetings with various department heads to discuss priorities and make necessary updates as needed
- Create summary document for senior officers and upper management to present for Regional Challenge Session with Senior Officers.
Customer Service Supervisor
05.2012 - 08.2016
- Manage a team of twelve customer service associates
- Developed and initiated detailed coaching plans for individual counselors and coach associates toward improved performance
- Redesigned crisis management process to improve key performance indicators
- Resolve customer conflicts and deescalate conflict
- Created on-the-job training modules based on coaching plans to align team performance with organizational metrics
- Increased team performance from 50th to 25th percentile
- Improved team performance to top decile in following quarter
- Facilitated productive multi-functional department meetings
- Control labor expense per month
- Motivate under-performing employees
- Eliminated team overtime through effective labor management
- Act as a liaison between agent and customer to offer solutions to problems in regards to policy
- Prepare annual performance appraisals and offer merit recommendations
- Serve as planning coordinator for fiscal year strategic plan development and implementation
Emergency Road Service Supervisor
11.2010 - 05.2012
- Manage a team of fifteen emergency road service agents
- Coordinated department appreciation functions
- Managed team performance through monitored calls and call observation using results to constructively coach and train team members towards improved performance
- Document associate performance, maintain associate personnel files
- Monitor weekly call volume and ensure compliance with performance statistics for customer satisfaction
- Enhance employee productivity by improving morale
Customer Service Training Coach
09.2008 - 05.2010
- Coach training classes to illustrate outstanding customer service as well as how to effectively handle calls
- Monitor counselor calls and provide weekly summary reports of monitoring results and observations on assigned counselors.
Customer Service Representative
GEICO
10.2007 - 09.2008
- Service and provide information to, policyholders by telephone regarding their insurance and policy service needs
- Promote GEICO benefits to policyholders persuasively to up-sell additional product offerings
Education
Executive Masters of Business Administration -
Wesleyan College
Macon, GABachelors of Science - Political Science
Valdosta State University
Valdosta, GASkills
- Strategic Planning and Execution
- Performance Management
- Data Analysis and Reporting
- Strategic Business Initiatives
Certification
Darden School of Business, Strategic Entrepreneurial Leadership Program
Yale School of Management: Stress-Testing for Superior Decision Making
Timeline
Customer Service Director
Countrywide
08.2022 - Current
Sales and Emergency Road Service Director
GEICO
07.2020 - 08.2022
Sales Manager
GEICO
07.2020 - 07.2020
Customer Service Manager
GEICO
08.2018 - 02.2020
Talent Management Coordinator
10.2017 - 08.2018
Planning and Research Analyst
02.2017 - 09.2017
Southeast Regional Plan Coordinator
08.2016 - 01.2017
Customer Service Supervisor
05.2012 - 08.2016
Emergency Road Service Supervisor
11.2010 - 05.2012
Customer Service Training Coach
09.2008 - 05.2010
Customer Service Representative
GEICO
10.2007 - 09.2008
Executive Masters of Business Administration -
Wesleyan College
Bachelors of Science - Political Science
Valdosta State University
Darden School of Business, Strategic Entrepreneurial Leadership Program
Yale School of Management: Stress-Testing for Superior Decision Making
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