Kerri DeMaggio

• Create and develop brand new customer service department by planning and executing support strategies, implementing CRM software and spearheading self-help options achieving 85% CSAT in first year.
• Develop and maintain communications, strategy and budget for Consumer Experience function, sharing best practices with senior leadership and shaping ideas into strategy
• Design and deliver customized training modules to rapidly onboard new call center team, leading to a 60% increase in First Contact Resolution and 100% increase in service level.
• Leverage data analytics to identify trends and areas for improvement, making recommendations to Marketing, Operations and Product teams for changes in service delivery, communications, and product offerings.
• Proactively identify potential risks and implement mitigation strategies to minimize negative impacts on projects or business operations.
• Establish a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Enhance team collaboration through regular communication, goal setting, and performance evaluations.
• Develop high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Evaluate employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.

• Analyzed all consumer care related procedures to outline more effective and efficient methods
• Created a new return policy that resulted in lower shipping costs and increased consumer satisfaction
• Collaborated with IT management to identify CRM improvements and begin implementation
• Conducted discussions with the call center vendor to establish the necessary structure, responsibilities, and reporting needed for the upcoming launch of our new retailers
• Managed online retailer reviews, Facebook messaging, and Amazon Seller Central buyer inquiries
• Restructured the consumer care reporting format allowing for more accurate and relevant data aligning with company objectives
• Provided weekly data to CEO, marketing, and engineering teams that outlined sales, returns, consumer reviews, and key return drivers

• Managed customer service policies and objectives to align with client needs and organizational targets
• Developed customer-focused processes, procedures, and solutions to produce high quality service delivery and drive achievement for all clients
• Created training documents and scripting for vendor call center agents and corporate escalation representatives relating to new hiring training, product launches, soft skills, system changes, and process improvement
• Established quality metrics, service level standards, and customer satisfaction goals
• Consistently measured, reported, and responded to customer service-related metrics to facilitate customer retention and growth
• Identified and implemented measurable customer-centric strategy initiatives that continued to enhance market share through the improvement of customer satisfaction
• Cultivated interdepartmental relationships to share trends, issues, and maintain the organization’s focus on customer service
• Exceeded service level, KPIs, and quality of service goals for 9 consecutive years
• Completed 10 successful new product launches through cross-functional collaboration and leadership
• Created and implemented an upsell initiative for our live chat program
• We exceeded targets by increasing average order value 10% and online conversion rate by 30%

• Assisted with the onboarding of a new call center vendor including strategy planning, training materials, new hire selection, and travel to site locations for refresher trainings
• Reviewed and monitored team member calls, emails, and documentation for quality assurance
• Supervised queues and team resources to meet service level
• Conducted one on one agent meetings to review goals, provide coaching opportunities, career development, and personnel issues
• Managed payroll, CTO, and Cafe time requests for team via Kronos
• Directed the vendor relationship and overall daily process of the Live Chat program
• Hired and trained new representatives
• Built team morale by facilitating activities, recognition programs, and development plans
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

• Responded to consumer inquiries effectively and efficiently while upholding Keurig’s Excellence in Service standards
• Investigated and resolved consumer issues with the main objective of retaining customer’s business and doing so with one call resolution
• Followed-up with consumers to ensure the issue has been resolved to the consumer’s satisfaction
• Met or exceeded department goals related to service level metrics, quality of service and other department measures, KPI’s and expectations
• Maintained a balance between handle time, quality, and meeting customer demands
• Worked effectively under time constraints while maintaining a high accuracy level