Deionna Hill

• Managed and developed teams and managers (200+) to enhance agent performance and engagement across 16 customer contact centers in the US and Canada
• Developed and executed performance management methodologies and actionable recommendations that resulted in 112% overall KPI improvement and a 22% conversion increase
• Enhanced team engagement and reduced agent turnover through inclusive culture initiatives and training programs achieving eNPS scores 16% above company average
• Established cross-functional feedback loops to review escalations and critical engagement and create continuous improvement processes that enhanced customer experience and operational efficiency
• Designed data-driven efficiency systems, dashboards, and programs that increased agent operational productivity by 178%
• Created communication workflows for initiatives to ensure executive visibility and engagement and cross-functional coordination
• Implemented risk mitigation strategies that supported successful delivery and execution of multi-year program roadmaps
• Initiated operational frameworks and process enhancements while managing competing priorities across teams
• Managed customer escalations (ex. Voice of the Customer) and critical engagements, partnering directly with senior stakeholders to drive effective resolutions and maintain trusted customer relationships
• Optimized onboarding processes, reducing complex issue resolution times by 6%

Additional roles held: Program Leader, Sr. Operations Manager, Operations Manager, Team Lead

• Led strategic partnerships with third-party vendor teams, establishing performance standards and accountability frameworks that improved service delivery and operational consistency
• Managed vendor success programs across 11 states, reducing operational inefficiencies by 27% through performance management and compliance systems
• Built customer success dashboards, identifying process improvements that enhanced SLA performance by four days and generated $85,000 additional monthly revenue

• Delivered exceptional customer experiences through consultative service, consistently exceeding satisfaction targets (ESQI) and building customer loyalty
• Analyzed customer success KPIs and feedback to optimize journey processes and identify improvement opportunities
• Achieved expansion goals through value-driven recommendations, successfully upselling premium services while enhancing customer experience

• Managed enterprise accounts including Kent State University and Davey Tree, ensuring customer success and service reliability through consultative approach
• Led success improvement initiatives across 8 retail locations, achieving 118% of performance
• targets through strategic coaching and hands-on development programs
  Collaborated on technology adoption with AT&T's IoT division, demonstrating adaptability in fast-moving technology environments