Anita Walls

Senior Director, Customer Experience @WM

US

Waste Management Houston (Remote)GM Senior Director of Customer Experience 2021 to 2022 Responsible for the day-to-day operations of the Customer Experience call center organization. Defines and executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice channel. Scope of responsibility includes a footprint of over 1500 associates in 16 market area locations, and a total budget responsibility of $100M. This position is responsible for overall operational performance and quality of customer engagement and retention, standardization and continuous improvement, compliance to policy and process, talent development and retention, and achievement of business objectives.• Established national standard for goal-setting methodology and drove efficiency (average handle time) improvements • Launched and led Employee Engagement portfolio of work streams for the all-remote Customer Experience organization• Created national approach to evaluating talent to build out leadership organization to achieve 18:1 leadership to agent ratio, hiring 31 supervisors, 38 team leads, 6 Customer Service Managers and 1 Customer Experience Manager in 8 months• Led leadership integration of recent acquisition, including Pay Equity adjustments, into WM organizational structure• Led Pay Equity evaluation and implementation of several million dollars annually to increase employee retention

Northwestern University

Master of Science, Journalism

Colorado College

Bachelor of Arts, Political Science