Kim Garcia

Director, Technology Delivery - Finance HR Legal @AAA Mountain West Group

Walnut Creek, CA, US

Responsible for managing the Member Care effort for NCNU across all areas of the company. Utilize framework of surveys and complaint management to understand how is performing in Members’ eyes and identify the critical areas to fix. • Negotiate, influence and collaborate with staff, management and executives throughout the Club, and its Partners to reach desired service solutions to issues that optimize the Member experience• Identify and support programs/projects that proactively address Member satisfaction in an effort to reduce complaint volume and negative feedback• Support and service various internal operational teams with Member Care expertise• Handle high risk Member issues by managing timely communication, response and resolution• Proactively identify potential issues as a departmental expert and collaborate with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency• Work with customer facing departments/channels to set Member engagement and response time principles and standards• Serve as subject matter expert for complaint resolution and Member experience with our contact center(s), applicable regional departments, and National• Perform root-cause analysis on complaint trends to address systemic issues that cause Member impacts• Leverage data to identify key opportunities for improving the Member experience and increasing Member satisfaction