SIMPLIFYINGSERVICE.COM - Key Persons
Eli has 25 years of experience in the delivery of customer experience strategy and operational improvement across various channels as both a senior operator and management consultant.
His deep expertise in executing change initiatives to improve customer satisfaction, customer relationship management and financial performance have led to measurable improvement with key metrics such as customer satisfaction, net promoter and customer effort indices. He performs analysis on qualitative and quantitative data to drive continuous and sustainable improvement providing financial returns and increased customer loyalty.
Most recently Mr. Federman has completed a yearlong global service capabilities assessment for a Fortune 100 US based Insurer that led to the creation of 44 actionable and client approved recommendations targeted at key drivers of customer satisfaction across six lines of business and ten locations.
Mr. Federman has extensive experience working with Fortune 500 companies and he has worked several geographies, including North America, Central America and Asia. He is also a bilingual published trade magazine author, conference speaker and recognized industry thought leader.