Takia Butler
Director, Care Operations at Grubhub | Customer-Centric Operations | Driving Operational Excellence & Revenue Growth | Leading High-Performing Teams & Optimizing Processes
- Role
- Director, Operations at Grubhub
- Location
- Baltimore, MD, US
- LinkedIn followers
- 500 followers
About Takia Butler
Results-driven operations leader with 20+ years of experience driving efficiency, growth,…
Experience
Director, Operations
Sep 2021 — Present
Provide strategic leadership and operational oversight for a high-volume customer experience operations division, responsible for 10 lines of business and supporting both internal and BPO teams. Direct a team of over BPO agents and manage over 1 million customer contacts monthly. Drive cost savings and enhance customer experience through strategic planning, process optimization, innovation, and cross-functional collaboration, consistently exceeding performance targets and delivering significant business impact. •Delivered $2.5M in year-over-year cost savings through the development and implementation of a new fraud strategy for Care, targeting operational inefficiencies.•Streamlined key operational processes, reducing volume for a higher-cost support team by 33% and generating substantial cost savings.•Consistently exceeded targets for key customer experience metrics through continuous improvement initiatives.•Improved cross-functional collaboration and operational efficiency by restructuring the business review cadence (QBR process).
Education
University of Maryland University College
Business Administration and Management, General
Skills
- Process Improvement
- Management
- Team Building
- Operations Management
- Call Centers
- Business Development
- Change Management
- Strategic Planning
- Team Leadership
- Contact Centers
- Performance Management
- Project Management
- Sales
- Business Process Improvement
- Customer Service
- Training
- Vendor Management
- Customer Experience
- Strategy
- Leadership
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