Stefanie Baynum

Senior Manager, Ucan Service Operations @Baxter International Inc.

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).