Susan Roberts is a highly effective Operations Manager at iQor, where she leverages her exemplary customer service and problem-solving skills to drive operational excellence and enhance customer experiences. With a keen understanding of the voice of the customer, Susan plays a pivotal role in managing...
Susan Roberts is a highly effective Operations Manager at iQor, where she leverages her exemplary customer service and problem-solving skills to drive operational excellence and enhance customer experiences. With a keen understanding of the voice of the customer, Susan plays a pivotal role in managing a dedicated team of Experts responsible for assisting customers with filing insurance claims. Her leadership and training initiatives have not only empowered her team but have also significantly contributed to brand loyalty and stakeholder satisfaction.
Under Susan's guidance, her team has achieved remarkable results, including a 20% reduction in attrition rates and a 16.9% increase in the Net Promoter Score, reflecting heightened customer satisfaction and loyalty. By focusing on performance management and quality assurance, she has successfully reduced the average handle time by 75 seconds, streamlining processes and enhancing efficiency. Additionally, her efforts to increase reliability by 3.9% demonstrate her commitment to operational excellence and continuous improvement.
Susan's expertise in business process outsourcing (BPO) and customer experience management positions her as a valuable asset to iQor. Her ability to coach and mentor team members fosters a culture of accountability and dependability, ensuring that the team consistently meets and exceeds performance expectations. As she continues to implement innovative strategies and enhance team skill sets, Susan remains dedicated to driving success for both her team and the organization as a whole. Her passion for leadership and commitment to operational efficiency make her a standout professional in the industry.
