AVP, Customer Service
Axos Bank
Las Vegas, NV
04.2023 - Current
- Lead the strategic vision for the Consumer Deposit Contact Center to ensure operational efficiencies and high customer satisfaction
- Established SMART productivity goals for voice, email and chat; increasing focus on efficiency to improve service levels from 8% to 80% within the first 2 months.
- Implemented cross consumer verticals training for all agents leading to consolidating IVR skill and reducing average answer time to under 25 seconds and improving AHT by 97 seconds (13% reduction).
- Upgraded email and chat contact handling with SalesForce enhancements including stronger Knowledge Base keyword search, template driven responses and using queue based routing to reduce case re-assignments. Significantly reduced email TTR from 63 hours to 49 hours.
- Steered project to augment self service and chat assistants to increase chat deflection to near 90%, reducing staffing by 20%.
- Drove CX culture change with team focused modified Quality Assurance scoring table, improving CSAT from 2.9 to 3.9 within 6 months.
- Lead the growth of near-shore and off-shore operations, increasing capacity 400% since May 2023.
- Collaborated with BI teams to create meaningful dashboards and reporting for all leadership levels.
- Coordinated training, coaching and quality evaluations to focus on full-service CX and identifying complimentary services or products for the customer.
- Completed regulatory compliance requirements.
