JOSH DEGNEAU

• Accountable for all facets of our customer service department, providing strategic direction to a team comprising 200+ customer service representatives, 18 product specialists, ten supervisors, and five managers
• Serves as the primary liaison for vendor relationships, including communication systems partners and outsourcing partners, representing the voice of customer service in executive communications and reporting
• Enhanced KPI performance by over 20% within the first year of leadership, concurrently implementing measures to increase transparency and understanding of cost structures
• Successfully curtailed attrition rates by 15% and bolstered overall Employee Engagement scores by 12% compared to the previous year through strategic initiatives to foster a positive work environment and enhance employee satisfaction
• Spearheaded innovative approaches to resource allocation and strategic planning by collaborating with vendors to introduce three new communication and analytics products and a cutting-edge training platform, resulting in a transformative shift in our training processes
• In 2 years, increased NPS and CSAT scores by 20% and leading the competition through customer centric innovation
• Leveraged professional networks and industry knowledge to strengthen client relationships.

Direct and manage six account managers with a pipeline of 180 clients in contract renewal tactics, upselling strategies, personal performance metrics, and career development initiatives

• Support the team members with day-to-day tasks by ensuring workflow forecasting and service levels are aligned
• Oversee the reporting and documentation for all client interactions
• Ensure each file is accurate through conducting analysis, reviews, and inputting information into the software system precisely
• Resolve escalated issues by proactively addressing client concerns and questions
• Collaborate with senior leadership on deadline expectations, company policies, and procedures
• Increased monthly client interaction rates from 65% to over 93% in less than a year, allowing additional visibility in resolving potential issues and providing added customer service
• Reduced technical case submittals by 20%, saving time and multiple resources
• Instrumental in developing an innovative client experience agenda and outreach documentation, which streamlined data tracking and enhanced visibility with each client account
• Improved client service expectations through implementing a new client experience monitoring and survey process
• Cultivated customer relationships and increased retention through maximizing the client experience by implementing continuous improvement strategies and problem-solving initiatives

• Managed the Workforce Team and the Direct Marketing Team, a 75-seat call center with five supervisors on executing inbound/outbound sales calls, forecasting, and responding to incoming calls from existing and potential clients regarding commercial and radio ads
• In addition, maintained and built relationships with key support vendors, reviewed/authorized invoices, and performed audits on vendor services
• Increased the sales conversion rate by 20% through streamlining sales intake processes, substantially increasing revenue
• Reduced customer wait time by 45% through implementing efficient workflow processes and procedures
• Developed a Quality Assurance team to verify company quality standards were adhered to and met
• Established call calibration meetings to discuss quality strategies and created a call scoring matrix to ensure consistency was met throughout the quality verifying processes
• Spearheaded the implementation of updating an outdated operating system, increasing productivity and efficiencies company wide

• Directed and managed all daily operations for a 125-seat call center, including personal performance, key performance indicators (KPIs), data analysis initiatives, business planning, and product reviews
• Led, oversaw, and supported team members with providing quality customer service to client accounts averaging $150K in a highly regulated collections industry
• Organized, prepared, and presented biweekly Quality Assurance call calibration education and training sessions for multiple offices
• Pivotal in launching a new training program that successfully increased late fee collections by 15%
• Due to the success of the program, it was implemented company wide
• Achieved a 10% increase in office revenue by expanding a new management operating system
• Subject matter expert (SME) on collection procedures, conflict resolution approaches, operation effectiveness