Kate Oliver
- Role
- Vice President Customer Service Customer Care at TruGreen
- Location
- Memphis, TN, US
- LinkedIn followers
- 500 followers
About Kate Oliver
I’ve devoted my entire career to maximizing the customer experience, streamlining…
Experience
Vice President Customer Service Customer Care
May 2013 — Present
Leading and motivating a team of 6 direct reports and 1,500 customer-focused associates across the United States and Canada, I optimize customer account maintenance while overseeing the management of 8.5 million inbound calls, chats, and emails each year. I spearhead residential and commercial collections, and the execution of M&A customer integrations annually. DELIVERED RESULTS: Reducing customer churn by 20 percentage points in 2020 across 5 regions by initiating proactive outreach campaign, which will soon be rolled out companywide. Upholding the high customer service metrics across all Customer Service Center KPIs, including 95% answer rate, 95% 1st-call resolution, 80%<20-second answer rate, 80% after-call customer satisfaction (CSAT), and <5% abandon rate. Boosting the net promoter score (NPS) 25 points from 2016 to 2020. Developing NPS measurement process to monitor voice-of-the-customer (VOC) activities in every branch location at the specialist level. Increasing NPS scores by modifying technician behavior. Implementing Knock Smile Care Program that measured door knocks as a value-added component of customer satisfaction. Improving customer payment methods by simplifying and modernizing billing processes. Transitioning the company from 100% invoice payment system to 90%+ prepaid and EZ app payments. Quickly evolving the business, streamlining 200 individual units into 40 locations. Lowering agent headcount by creating call center self-service function, which now makes up 15% of activity in IVR. Saving $8 million annually by consolidating the workforce into regional groups and cutting paper/printing costs by $1 million since implementing paperless billing in 2019. Upselling $10 million in services in 2019; increasing sales 50% in 2020, achieving $15 million in revenue via customer service team. Generating $1.5 million through upselling in the commercial business line in 2020.
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