Renee Hiemstra
- Role
- Vice President, Customer Care at TaxAct
- Location
- Cedar Rapids, IA, US
- LinkedIn followers
- 500 followers
Experience
Vice President, Customer Care
Jan 2016 — Present · Cedar Rapids, IA, US
Responsible for planning and implementing call center strategies and operations, improving processes and increasing overall efficiency. • Define the overall customer service strategy and drive the ongoing development to build a best-in-class team. • Establish deep partnerships and cross-functional processes with key internal stakeholders including Marketing, Product and Software Development to ensure seamless execution of service. • Create, measure and exceed service standards and key performance metrics for customer interactions. • Anticipate future business changes and challenges and proactively develop and implement new or revised plans to help evolve our customer service experience. • Develop a technology roadmap that delivers an increased competitive advantage and drives efficiencies to remain competitive. • Manage quality of service metrics that ensure a premium-quality customer experience.
Education
University of Northern Iowa
Bachelor of Arts (B.A.), Education, Teaching Certificate for Early Childhood Education
1979 — 1983
Kennedy High School
Diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program
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