Jessica Calhoun

Accomplishments

• Deployed Zendesk product suite; reduced cost per contact by 53%. Average handle time reduced from 37 minutes to 12
• Reallocated cost savings to restructure internal case management and support teams. Created ownership and drove success of key contact center functions: training, quality assurance, project management, knowledge/resource management
• Established new Case Manager, and Manager profile, recruitment, and hiring, Eliminated employee turnover in first 90 days within first year
• Enabled segmented support by creating Navigation teams focused on patients experiencing external barriers to care

Responsibilities

• Serve as key leader for Constituent Services, influencing cross-functional strategy and priorities; collaborate and foster constituent-first culture
• Develop and implement strategic plans, technological roadmap, and budget for Patient Services
• Deliver exceptional constituent experiences and measure satisfaction of patient, donor, and healthcare professionals through consistent surveying, and quality assurance management
• Create critical key performance indicator targets and monitor results against targets. Analyze performance data to identify opportunities for improvement
• Maintain big-picture perspective; link programs, systems, technology, activities, and communications to support cohesive constituent experiences
• Execute high-quality deliverables despite ambiguity; plan, organize, and execute multiple projects ensuring adherence to aggressive timelines, budgets, and quality standards
• Lead and develop leadership staff to manage performance and ensure consistent, quality experiences

• Performed initial assessments to understand business objectives/goals, and strategize on solutions necessary to address constituent and internal needs
• Provided dynamic leadership to mentor, develop, and guide team members to efficiently leverage value of every interaction
• Demonstrated technical leadership in designing of unified communications and other Contact Center projects; collected data on constituent/employee experience through interviews, workplace shadowing, and research
• Acted as contributing member of project team form inception to completion; collaborate with project managers and other staff members to develop timeline for solutions
• Worked with internal stakeholders to determine infrastructure required to support proposed contact center design
• Established strong customer relationships to influence others to move towards common vision and goal
• Assisted with development of client information management standards and evaluation of technology trends

• Steered high-growth for 5 different departments: Financial Operations, VIP, Escalations, PMO, Technical Support
• Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities
• Drove strategic improvements to enhance operational and organizational efficiencies
• Fostered work culture of collaboration and inclusion to increase morale and reduce turnover
• Led development of business operation processes and policies
• Managed specialized Tier 2/3 teams with ~ 100 headcount in US call center, 1,100 agents globally
• Developed and implemented methods to record, assess, and analyze customer feedback
• Established quantitative KPI's to measure product and team performance; monitor, and drive behaviors to ensure meeting goals
• Partnered with Customer Experience and Global Service Optimization teams to develop new initiatives and integrate technologies to balance cost and satisfaction
• Supported corporate initiatives and serve as project lead on key project launches and system enhancements and releases
• Curate and present high-level department updates

• Oversaw operations and provided corrective feedback to achieve daily and long-term goals. Managed over 1,600 contacts per day
• Worked closely with organizational leadership to guide operational strategy. Launched full scale proactive Service Recovery program to mitigate complaints and poor survey results. Saw immediate boost in CSAT scores by 6% in Tier 2 teams
• Managed daily operations while overseeing multiple locations to foster increased productivity. Reduced average handle time from 16 to 8.5 minutes for escalation teams
• Established departmental performance goals and provided feedback for underperforming areas. Led weekly, monthly, and quarterly business reviews with BPOs and established stack ranking guidelines
• Drafted and distributed weekly, reports to assist board members and executives with critical business decisions

• Managed global escalation process and fostered positive relationships with external entities such as Better Business Bureau, State Attorney General Offices, and other Consumer Protection agencies
• Managed multiple projects and Corporate initiatives of varied complexities
• Worked cross-functionally with Legal, Marketing, Operations, Brand, and Product to maximize department efficacy and ensure alignment
• Utilized Voice of Customer data to drive organizational process and policy improvements; recommended modifications to products and services based on analysis of complaint data and satisfaction survey results
• Facilitated synergy with offshore partner sites; regularly calibrated with leadership teams to ensure maximum performance; responsible for management of escalation teams at 4 sites (40-60 agents) in Philippines, Mexico, and India. Travel quarterly for on-site presence
• Managed US team in multi-channel, medium-sized call center responsible for entire staffing lifecycle. Ensure team meets performance targets and KPIs
• Increased first contact resolution of offshore teams by 30%
• Reduced escalation rate within Service organization by 64%
• Increased efficiency of US team; reduced handle-time, correct channel servicing, and proper performance management

• Facilitated positive relationships with outside entities such as Better Business Bureau, State Attorney General Offices, and other Consumer Protection agencies
• Improved online ratings: BBB grade from D- to A+
• Prepared recommendations for modifications to products and services based on analysis of complaint data and suggestions.
• Analyzed customer satisfaction measurement tools and prepare graphic analysis for higher-level management review and actions
• Served as central point of escalation for issues and activities which require further assistance beyond basic level; handle customer escalations from corporate office, executives and business leaders
• Ensured all outbound communication for contact center met professional and quality standards
• Worked with various departments to troubleshoot orders, systems and escalated issues. Recommended system/procedural changes to help improve agent performance; identify issues and provides feedback on possible barriers to customer satisfaction