Doug Hogge

About Doug Hogge

I have a passion for helping others become their best selves. Leveraging my 15 years of management experience, my analytical and creative thinking and my change management; I am able to innovate and execute the strategies to resolve the pain points from customers to increase loyalty, retention and revenue. I collaborate across all stakeholders to deliver a solution that exceeds the customer and the company\'s expectations. I am also an expert in cutting expenses to generate more revenue and growth for your contact centers to give you a competitive advantage. I accomplish this by leveraging my 15 years of management experience and effectively communicating best practices across the organization, make changes to policy and enhance systems. CUSTOMER EXPERIENCE•I got my own Home Depot Commercial and Consumer Credit card so I can put myself in the shoes of the customer. This resulted in better coaching sessions, improved customer satisfaction scores by 10% after 1 quarter of coaching and several operational enhancements. •Partnered with stakeholders to fix issue on shopping site not taking the Commercial card with the buyer number. Save company a day in online purchases. •Updated VRU that payments can be cancelled online. Customer satisfaction improved by 12%, 15% drop in calls to the call center which saved per month. CONTACT CENTER SAVINGS•Coordinated and managed 3 call reduction teams with project enhancements. Estimated savings 25 seconds AHT (Average handle time), 10% increase in customer satisfaction and will save 3 FTE (full time employee). Total savings •Collaborated and made change in VRU (Voice recognition unit) with ANI (Automatic number identification) match. Saved 20-30 seconds of per month. •Created a AHT documents from several stakeholders giving insight on how to make specific call types more efficient and it was shared with all departments. Saved on average 100 seconds of AHT per month with an average of in savings. Happy to connect with Professionals who are interested in improving Customer experience, retention, loyalty or creating more revenue to give you a competitive advantage. Let\'s Talk!

Experience

1. Supervisor Service Account Management

   Optum

   Jul 2022 — Present · Salt Lake City, UT, US

   Procedures said we could never release transaction information. I collaborated with Fraud and we removed the procedure and just required the One time Passcode verification to release transaction information. This increased customer satisfaction by 10% and increased overall Quality performance by 10 points each month.The finance department asked why the call volumes were larger in our Health Care Spending Cards. I did some research and noticed the IVR when selecting the balance option, if there was any background noise it would route the call to the call center. After fixing the IVR we saved a month in labor costs.The finance department noticed higher volumes for our State of Arizona client. I tested the IVR and when you entered the Date of Birth it did not match what was on file and sent the call to the call center. After fixing the IVR we saved a month in labor costs.Proposed increasing the Adherence goal from 93% to 95%. This saved 2 FTE a month and also a month in staffing costs.

Education

• Weber State University

  Bachelor of Science - BS

• Layton High School

  High School Diploma

• Brigham Young University - Idaho

  Associate of Arts and Sciences - AAS