IKEMITCHELL.COM

Transaction Process Improvement: Optimized top-20 customer interaction transaction flows for entertainment delivery client using Six Sigma tools to identify typical pattern flows and drive process redesign... · Increased sales offer acceptance by 30% and reduced training time by a half a day for a company with 18,000 agents and 30% turnover, leveraging intelligence on 5 interactions to develop decision support tools... Repeatedly realize customer satisfaction goals through in-depth knowledge of process re-engineering, customer service, and technology. Recognized for delivering results in technical and human aspects of contact center management.

Primary location: Fort Collins United States