Jodi Sourdiff Peterson

Director, Member Care Center @Amplifon Hearing Health Care

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.

University of North Dakota

Bachelor of Arts - BA