Stefanie Baynum
- Role
- Senior Manager, Ucan Service Operations at Baxter International Inc.
- Location
- Belvidere, IL, US
- LinkedIn followers
- 500 followers
About Stefanie Baynum
Dynamic leader passionate about driving results and performance through optimization of…
Experience
Senior Manager, Ucan Service Operations
Jun 2022 — Present
Lead functional support team for customer service organization including workforce management (WFM), analytics, continuous improvement, training, and quality management. Implemented Lean Six Sigma principles to identify process inefficiencies and streamline process and procedure. o Delivered over $1M (representing 7% of cost) in savings within the first year of assuming responsibility of the value margin projects for the customer service organization. Conducted needs assessments to identify skill gaps and development targeted modules for all support functions including WFM, training, and quality. Implemented feedback mechanisms to capture customer experience data and drive improvement initiatives. o Projects around improvements that were driven by this customer feedback resulted in tangible improvement above top quartile goals for Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolutions (FCR), and Customer Effort Score (CES).
Skills
- Contact Centers
- Service Delivery
- Sla
- Inbound Marketing
- Call Center Development
- Avaya Technologies
- Outsourcing
- Call Centers
- Operations Management
- Avaya
- Workforce Management
- Bpo
- Customer Experience
- Process Improvement
- Vendor Management
- Process Scheduler
- Iex
- Telemarketing
- Customer Satisfaction
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