Jennifer Schafer
Customer Experience Outsourcing Advisor @Bpo Partners, An Inflowcx Company
Signup · Get unlimited contacts
WORK HISTORY
Customer Experience Outsourcing Advisor @Bpo Partners, An Inflowcx Company
Washington, DC, US
Helping Clients transform their customer experience to improve revenue, reduce cost and achieve operational excellence- Operational/call center assessments for Internal and/or Outsourced operations- Operational Strategy Development, Business Plan Creation, ROI analysis- Sourcing advisor for call center outsourcing, staffing and IT (cloud-based telephony/IVR platforms, Workforce Management Systems, CRM, KM, Training/Quality)- Project Management and Implementation Guru- Agent process design and implementation for driving Sales (acquisition and upsells), reducing costs (FCR, Customer Education, Self-Service)- Operational Design and Process Implementation (performance management, customer experience mapping and recommendations)- Cloud-based Telephony/IVR design, tester, implementer - Training and Quality assessments, developing/facilitating training and transforming training/quality programs- Vendor Management – design and launch programs to support operational metrics- Call Center Staffing and Forecasting
EDUCATION
Virginia Polytechnic Institute and State University
B.S. in Business
SKILLS
ABOUT JENNIFER SCHAFER
Passionate Customer Experience Advisor helping Clients jump in feet first to tackle…
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.