Ilana Boyum
Voice Of Customer And Data Analytics Professional
Shippensburg,PA
Summary
Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 23 years of experience in financial services technology. Demonstrated history of delivering actionable insights and meaningful business intelligence to help create sound go-forward strategies. Excellent team builder and leader of initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Vice President VOC and Client Insights
Fiserv
Hagerstown, MD
11.2020 - Current
- Featured speaker at 2024 Qualtrics X4 Summit for Financial Services track.
- Created new composite scoring methodology, based upon survey responses and their correlation to specific business outcomes. This new score provides more precise measurement of health of client relationships.
- Used composite scoring methodology to generate personas for healthiest and most at risk relationships and and identify look alike accounts. This was basis for development of both best practice sales templates and proactive retention plays which yielded 8% improvement in early lifecycle NPS and revenue protection of $2mm in year
- Developed, implemented and run fully integrated, end-to-end voice of customer program that focuses on key milestone moments across customer journey. This provides ability to route accounts to triage and isolate underlying causes and generate actionable insights to help improve overall experience.
- Adapted program from North America, across globe to allow for parity in all regions in which Fiserv conducts business.
- Worked closely with product and marketing teams to conduct user, product and market research which have informed product roadmap and prioritized initiatives across firm.
- Implemented advanced data analytics tools to drive data-driven decision-making across all levels of organization, leading to predictive attrition modeling and scoring, allowing for proactive measures to be designed in order to improve retention.
- Partnered with Operations and Client Experience organizations to help drive short, medium and long term changes needed in order to continue to grow business.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels
- Collaborated with senior management to develop strategic initiatives and long term goals
- Represented organization at industry conferences and events
Program Director - Enterprise NPS and Voice of Customer Programs
First Data /Fiserv
Hagerstown, MD
04.2019 - 11.2020
- Successfully managed upgrade of existing Qualtrics CoreXM platform to CX platform, implemented closed loop ticketing and IVR VOC and operational and demographic data integration.
- Developed enterprise-wide NPS and VOC program rooted in customer journey which provides insight into client experience across key milestone moments in customer lifecycle.
- Developed comprehensive closed loop response program which led to 80% save rate of accounts that had indicated they were at risk of attrition, netting more than $6MM in revenue protection in 2019.
- Developed and led feedback remediation program that analyzes trends and themes in client feedback which are then leveraged into actionable insights. Initiatives from this program have led to improvement of 20+ points in NPS, over last 3 years.
- Develop and facilitate employee engagement surveys which provide correlation to customer experience data and provide guidance on key areas for improvement.
- Led commissioned studies for SBA regarding PPP funding process which were shared with members of congress.
- Provide ongoing product, user and experience research support through development of specialized survey programs and partnerships with 3rd party vendors to facilitate focus groups and benchmarking studies.
- Provide advanced analytic support in order to surface actionable insights to improve overall client experience on clients' terms.
- Provide ongoing consultative support and survey iteration based upon trends and findings.
Program Director - Data Analytics and Reporting
First Data
Hagerstown, MD
01.2017 - 04.2019
- Developed methodology and code to perform ongoing trend analysis of activations, retention, and customer satisfaction.
- Designed and coded owner associate scorecards to allow for greater visibility into employee performance across variety of KPI's.
- Conducted in-depth wholesale billing analysis, which led to discovery of thousands of dollars in erroneous billings that were being charged to business.
- Took over ownership of end to end Net Promoter Score (NPS) process.
- Attended Qualtrics X4 Summit and became certified in NPS methodology.
- Revamped existing NPS program, leading to more than 200% increase in response rate and addition of meaningful subjective data that can be used to determine underlying themes and concerns.
Program Manager
First Data
Hagerstown, MD
01.2015 - 01.2016
- Managed roll-out of Verint Speech Analytics across second level Client Experience team.
- Managed implementation of survey automation, using Salesforce and Qualtrics.
- Led design and establishment of new servicing function to improve and enhance device and account activation experience for newly onboarded clients. Developed job description, process flow, metrics and reporting and infrastructure required to support new function. As result of new function, 1st year retention for new clients saw improvement of 5 basis points, and overall satisfaction was greatly improved.
- Partnered with Palintir Technologies to develop analytics platform used to measure performance of portfolio as well as provide root cause analysis of long term trends. Developed actionable insights which were presented to upper management and sales so that changes to processes could be implemented in order to correct underlying issues.
Process Owner Manager
First Data
Hagerstown, MD
01.2011 - 01.2015
- Owned technology refresh and upgrade process for major backend operational systems for disputes organization.
- Successfully migrated business from physical fax machines for receipt of inbound client responses to RightFax faxing technology.
- Led implementation and roll out of virtualized environment used in lift and move of major back-office operations center from Louisville, KY to Hagerstown, MD with zero downtown.
- Drove refresh of outdated technology for disputes management system, which allowed for upgrade to storage and performance capability along with establishing redundant, disaster recovery system to be stood up, simultaneously.
- Owned, maintained and developed departmental Sharepoint site. Built end to end tracking and monitoring applications within Sharepoint, using customized workflows within Sharepoint Designer.
- Used Sharepoint to automate paper-based Quality monitoring system, used to track employee performance within disputes organization.
Education
Some College (No Degree) - Computer Science
Shippensburg University
Shippensburg, PA 01.2011 - 2013.05
Some College (No Degree) - Business Administration
Hagerstown Community College
Hagerstown, MD 01.2011 - 2013.05
Some College (No Degree) - British Literature
Florida Atlantic University
Boca Raton 01.1993 - 1996.05
Skills
Qualtrics Expertise
Voice of Customer Research
Voice of Customer Analysis
Data-driven decision-making
Customer Segmentation
Customer Journey Mapping
Process Improvement
Metrics Tracking
Data Analysis
- Process Improvement
Market Research
Certification
Qualtrics - Customer Experience Platform Certification
Timeline
Vice President VOC and Client Insights
Fiserv
11.2020 - Current
Program Director - Enterprise NPS and Voice of Customer Programs
First Data /Fiserv
04.2019 - 11.2020
Qualtrics - Customer Experience Platform Certification
03-2018
Program Director - Data Analytics and Reporting
First Data
01.2017 - 04.2019
Program Manager
First Data
01.2015 - 01.2016
Process Owner Manager
First Data
01.2011 - 01.2015
Some College (No Degree) - Computer Science
Shippensburg University
01.2011 - 2013.05
Some College (No Degree) - Business Administration
Hagerstown Community College
01.2011 - 2013.05
Some College (No Degree) - British Literature
Florida Atlantic University
01.1993 - 1996.05
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