Jodi Sourdiff Peterson
Operations Leader | Call Center Management | Team Building | Quality Assurance | Customer Engagement & Satisfaction
- Role
- Director, Member Care Center at Amplifon Hearing Health Care
- Location
- Minneapolis, MN, US
- LinkedIn followers
- 500 followers
About Jodi Sourdiff Peterson
Experienced Director of patient/customer care call centers with a proven track record of…
Experience
Director, Member Care Center
Jul 2021 — Present · Minneapolis, MN, US
Responsible for service delivery and outcomes of a high volume, remote call center.• Orchestrated a 40% year-over-year increase in referral volume, leveraging strategic marketing initiatives and call quality improvements resulting in an increase in sales by 31%.• Implemented and configured a comprehensive quality management tool and processes, resulting in a significant improvement in referral conversion rate from 25% to 41% and elevating average quality scores from 72% to 88%. • Developed and implemented a robust methodology to forecast staffing needs, ensuring optimal resource allocation and operational efficiency. Successfully increased agent occupancy from 71% to 80%, enhancing productivity and reducing idle time through improved scheduling and workflow optimization. • Spearheaded initiatives resulting in a 15% reduction in employee turnover rate from 2022 to 2023, achieved through a strategic focus on deparment culture and morale enhancement programs. Implemented recognition programs, facilitated career growth conversations and plans.
Education
University of North Dakota
Bachelor of Arts - BA
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