COLLEEN M. BOLTON

Promoted, created, deployed, and provided oversight of custom quality & coaching programs for Shared Services; Customer Experience, VIP Player Development and Fraud Operations teams. Assessed front-line performance, identifying strengths and opportunities and lead Associate skill development via coaching, and operational improvements via process updates.

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Improved efficiency 19% and net positive customer satisfaction 245% in first iteration of MVP pay for performance incentive in high volume period, while maintaining first contact resolution rate.

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Built automations and crafted customer messaging to successfully deflect ~ 8-10% of contact center volume.

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Created employee recognition tools of Halls of Fame & Spot Bonus and activities that raised employee engagement 35%.

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Collaborated with CX Leadership to scale operations, onboarding 200 internal team members and 500 BPO Associates by conducting Train the Trainer and Quality workshops, and providing relationship management and oversight support.

Established expectations for delivery of personalized and empathetic customer service, crafting 80+ pieces of training content, and creating quality monitoring assessment program. Transformed CX team from 'Wild West' to internationally recognized customer service leader.

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Raised visibility of the CX team and focus on the DK customer. Rallied leadership and teams around customers by creating annual CX week programming, including Customer All Hands Kickoff meetings, job shadows, play the product workshops and customer satisfaction readouts with 75%+ staff participation. Job shadows became part of new hire onboarding program.

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Analyzed and utilized customer satisfaction data to update training content and facilitate customer service improvement and calibration sessions leading to recognition as a leader in Service Excellence by Customer Service Institute of America, winning 5 International Service Excellence awards including 2021 Customer Service Visionary Award.

Managed call center quality monitoring division, encompassing 55% of enterprise portfolio.

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Assessed business operations and consulted with senior financial services leaders from 34 client firms on interpreting quality and Voice of the Customer metrics to improve and measure service delivery.

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Built ancillary consulting business addressing client needs by recruiting subject matter experts, earning an additional $100,000 in revenue in its first year.