Summary
Overview
Work History
Education
Skills
Websites
Timeline
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KRISTY MYRICK

Argyle,TX

Summary

Seasoned Senior Leader adept at increasing profit margins by growing sales and reducing costs. Hands-on, proactive manager with an adaptable and creative approach.

Overview

30
30
years of professional experience

Work History

Senior Leader, BPO Operations

SmithRx
Plano, TX
10.2023 - Current
  • Provide strategic oversight and mentorship to Member Support Specialists, ensuring alignment with organizational objectives and providing guidance in day-to-day operations.
  • Champion recruitment, training, and onboarding initiatives for new team members, fostering a culture of excellence and continuous improvement.
  • Drive performance optimization to achieve target KPIs, leveraging efficient resource allocation strategies and maintaining rigorous standards.
  • Lead cross-functional collaboration efforts to address complex challenges, such as eligibility inquiries and claims adjudication, while spearheading initiatives to enhance operational efficiency and scalability.

Senior Director, Customer Contact Center

CSC ServiceWorks
11.2021 - 01.2023
  • Led a successful transition of customer call center inquiries to BPOs, resulting in cost savings, improved customer experience, and higher first-call resolution
  • Collaborated with the Digital Operations Team to map the customer journey and leverage various omnichannel support models, including AI BOT technology, Mobile App and Online features, Live chat, click-to-call, text, voice, social, and SMS messaging channels
  • Managed a team of 50 people and a budget of up to $600K
  • Reduced inbound calls by 45% by partnering with the Dispatch department to proactively contact customers whose orders were delayed
  • Generated $750K in first-year cost savings through global sourcing initiatives and business case development
  • Streamlined contact center operations for cost savings of 22%, from 1.7M to $554K, by implementing digital Bot technology and Business Process Outsourcing (BPO) services of Customer Service Augmentation
  • Applied an omnichannel approach to customer service segments reducing Average Speed of Answer (ASA) by 60%, leading to a 20% decrease in call abandonment rate and increasing First Call Resolution (FCR) by 5%, with operation cost savings of 23% within the first year.

Director, Customer Support

Service Autopilot by xPlor
01.2021 - 11.2021
  • Directed strategic planning and execution for continuous improvement, financial product growth, seamless customer experience, and exceptional satisfaction
  • Collaborated with the Implementation team to enhance customer onboarding, manage the lifecycle, and research industry trends and technologies for a competitive edge and improved User Experience (UX)
  • Executed best practices to elevate service levels, reduce costs, and increase revenue, ensuring a superior customer experience
  • Established and implemented SMART goals, SLAs, and a performance management system emphasizing communication, feedback, and recognition, increasing employee engagement by 20% and decreasing attrition by 50%
  • These efforts created a positive work environment, improved team dynamics, and enhanced promotability opportunities, leading to higher performance and employee satisfaction
  • Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth.

Global Director, Customer Care

Point of Rental
01.2018 - 12.2020
  • Led a comprehensive 4-tier Business Restructure Plan to align the workforce with key customers, including training curriculum redesign, Tier 2 support restructure, certification programs, and realignment of crossfunctional teams
  • Increased productivity of frontline agents by 40% through operational scheduling efficiencies and introduction of KPIs such as Customer Facing Time, Schedule Adherence, and Calls Handled Percentage
  • Introduced a CSAT survey on all inbound calls/emails/chats to correct procedures resulting in a 38% improvement in overall Customer Satisfaction scores and coaching for underperformance
  • Spearheaded a New Hire Training Curriculum and Learning Management System (LMS), reducing the ramp-up time for new support representatives from 1-1.5 years to 6-9 months, resulting in a remarkable 40% increase in frontline agent efficiency, an 80% reduction in Average Handling Time (AHT), and improved Customer Satisfaction (CSAT) levels
  • The program also allowed for the creation of Tier 1 and Tier 2 specialty agents, decreasing the Average Speed of Answer (ASA) and enhancing overall productivity
  • Effected real-time CSAT survey system tied to support cases and promptly addressed customer concerns through automated processes and supervisor callbacks, achieving an impressive 98%, a 38% improvement in Customer Satisfaction (CSAT) scores.

Senior Director, Customer Service

Hilton Hotels Corporation
Carrollton, TX
01.1994 - 12.2018
  • A consultative leader, collaboratively ensuring staffing plans and scheduling, meeting service volume expectations with workforce planning and service forecasting teams
  • Fostered cross-team resource sharing while reporting to the Vice-President of Customer Service
  • Led a virtual workforce handling approximately 11 million annual contacts, managing a $66M budget, implementing organizational change strategies, and continuously improving a team of 1200 employees across multiple global locations and functions, including customer service, technical support, human resources, and sales
  • Reduced fraudulent activities in the Hilton Honors program by 76%, saved $600,000 annually by introducing track stay analysis reports, bonus postings, and bonus caps, and established an internal team to investigate credit disputes
  • Proactively introduced surveys, effective communication, and repurposing roles to maintain morale, productivity, and a seamless transition during the successful acquisition by the Blackstone Investment Firm
  • Facilitated agile practices in collaboration with product and architect teams to successfully migrate the Reservations Sales MVP to Salesforce, reducing training time by 98%
  • Developed and managed efficient, compliant, and accurate call handling and escalation procedures across six departments, resulting in a 54% reduction in repeat calls to the corporate offices
  • Launched a global social media strategy with 24/7 coverage, monitoring 1.5k daily Twitter and Facebook mentions and responding within 30 minutes or less to posts requiring intervention.

Education

BA - SCIENCE

UNIVERSITY OF TEXAS at ARLINGTON
01.2018

Skills

  • Operational Excellence
  • Global Customer Service
  • Loss Prevention
  • Product Management
  • Process Improvement
  • Culture
  • Succession Planning & Mapping
  • P&L
  • Strategic Planning
  • Problem Solver
  • Forecasting
  • Organizational Leadership
  • Global Multi-Site Operations
  • BPO
  • Multi-level Influencer
  • Insights & Analytics
  • Cross-Functional Team Building
  • Performance Optimization
  • Project Management
  • Workforce Management
  • Change Management
  • Commission Structures
  • Experience in Leadership
  • Improvement Plan Knowledge
  • Content Management Expertise
  • Logistics Coordination
  • Disaster Recovery Planning
  • Production Planning
  • Market Understanding
  • Innovation Management
  • Issue Research
  • Program Evaluation

Websites

Timeline

Senior Leader, BPO Operations

SmithRx
10.2023 - Current

Senior Director, Customer Contact Center

CSC ServiceWorks
11.2021 - 01.2023

Director, Customer Support

Service Autopilot by xPlor
01.2021 - 11.2021

Global Director, Customer Care

Point of Rental
01.2018 - 12.2020

Senior Director, Customer Service

Hilton Hotels Corporation
01.1994 - 12.2018

BA - SCIENCE

UNIVERSITY OF TEXAS at ARLINGTON

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KRISTY MYRICK