Kathy Flowers
Sr. Manager, Content & Training Customer Care at Life360
- Role
- Sr Manager, Content & Training Customer Care at Life360
- Location
- Fort Collins, CO, US
- LinkedIn followers
- 500 followers
About Kathy Flowers
Learning and Development professional with more than a decade of demonstrated expertise…
Experience
Sr Manager, Content & Training Customer Care
Apr 2021 — Present · US
After completing revised training, new contact center representatives met Tickets Per Hour (TPH) goal in 3 weeks instead of 7; exceeded CSAT scores of existing agents by 20%, and exceeded quality scores of existing agents by 15%• Successfully supported New Product and New Feature launches with just-in-time training and customer- and agent-facing help center articles• Oversaw the restructuring and content development of 100+ customer-facing articles to support changing processes and procedures• Restructured the Quality program to align with the customer satisfaction goals, bringing the delta of quality scores and CSAT to within 5 percentage points
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