Leah Drake serves as the Manager of Contact Center Operations for North America at The DDC Group, where she leverages her decade of experience in client-facing roles within the transportation and logistics industry to drive exceptional customer care outcomes. In her current role, Leah is...
Leah Drake serves as the Manager of Contact Center Operations for North America at The DDC Group, where she leverages her decade of experience in client-facing roles within the transportation and logistics industry to drive exceptional customer care outcomes. In her current role, Leah is responsible for overseeing the strategic and tactical operations of all client processes related to Customer Care. She plays a pivotal role in guiding the implementation of key projects, collaborating closely with the Sales team to ensure seamless transitions from project inception to launch and ongoing business-as-usual (BAU) operations.
Leah’s expertise in new product rollout and strategic communications has been instrumental in enhancing customer engagement and retention. By developing and executing tailored strategies, she ensures that client expectations are not only met but exceeded, leading to improved customer satisfaction (CSAT) scores. Her proficiency in utilizing social media platforms, including Facebook, to foster customer relationships has also contributed to the overall success of her initiatives.
Currently, Leah is spearheading several high-impact projects aimed at optimizing customer interactions and streamlining processes within the contact center. Her analytical skills, particularly in Microsoft Excel, enable her to track performance metrics effectively, allowing her to identify areas for improvement and implement data-driven solutions. As a passionate advocate for customer-centric practices, Leah continues to enhance the operational framework at The DDC Group, positioning the organization as a leader in customer care within the logistics sector.
