Cross Country Home Services Work Values

Daily Duties at Cross Country Home Services:

2012-2013: Successfully drove deployment of an integrated Six Sigma and Net Promoter Score system which has resulted in measurable ROI within the first year of deployment with annualized returns exceeding $4M.. Continued oversight of Quality Assurance as a direct report to the company President. Year-end customer experience results demonstrated another 10% improvement over prior year. A total improvement of 28% in our Net Promoter Score since our original baseline in April of 2011. 2011-2012: Director of internal and external Customer Experience Management (Quality Assurance Team, Customer Survey Management, Company-wide Continuous Process Improvement).Contributed to the ongoing development and implementation of an integrated customer centric service delivery model/approach. Responsible for leading customer satisfaction initiatives throughout the customer service organization, ensuring the successful execution of CCHS’s customer experience strategy. Drove delivery of a 16% improvement in the company's Net Promoter Score within the first 8 months in CCHS. Developed service delivery processes and procedures that has enhanced the overall customer experience, built client and customer loyalty, and will improve profitability. Developed company-wide VOC Model to enable progress through the Customer Centric journey. Participated in developing and implementing programs that have influenced our corporate culture, while reflecting CCHS values, increasing morale and employee engagement.

What they like about Cross Country Home Services:

Organizations with strong, centralized leadership are particularly attractive to you. You require a work environment with leadership that aggressively seeks to expand and grow the business and does so in a visible and decisive manner. In general you prefer to work in an environment in which there is a strong link between leadership, its actions, and a strong set of company-wide values.

Tags

Six Sigma Master Black Belt, VP Customer Experience, Continuous Process Improvement Executive, Director Customer Experience, Director Process Improvement, Director Project Management Team, Quality Assurance, Net Promoter Score, Call Center Management, Change Management, Expert in Microsoft Office Suite, Sales Operations, Program Management, Operational Excellence, Analytics, Process Deployment, Operational Start-ups, Cross-functional Leadership, Multi-Site Leadership, Bilingual (Fluent in Spanish/English)

Skills

Program Management, Process Design and Implementation, Leadership, Management, MS-Office Suite, Minitab, Analysis, Report Development, Bilingual (Spanish/English), Call Center Operations, Claims Managment, Voice of the Customer Model Development, Customer Experience Management System Design, Team Building, Quality Assurance, Strategy, Enterprise strategic initiatives execution, Operations Management, P&L Management

These are some of the questions we asked our climbers about their experiences with Cross Country Home Services: