Increasing Customer Satisfaction
Excellent service to customer and the resulting customer satisfaction is very important to me. I have increased customer satisfaction several times, including:
Implemented New Product and Services
Helped a large healthcare company introduce a new communication and customer service portal. Brought customers and end-users into an iterative ideation, design, piloting, and testing phases. Planned and oversaw initial launch and deployment of 9 new product releases with additional features and capabilities. This service portal was received by customers with excellent reviews exceeding expectation and increasing end-user satisfaction metrics by 35%.
Revamped Service Operations
Customer feedback for software support turned often increasingly negative. Revamped service operations and maintenance processes, initiated staff training and development programs, set service goals and corresponding reward systems to decrease response and problem resolution times, and increased customer communications. Established key performance indicators (KPIs) including measurable customer satisfaction indexes and customer surveys for monitoring them. Raised customer satisfaction each year over 3 years.
Focused on Quality
Company’s product quality was concerning and software releases often introduced major new problems generating high levels of customer complaints. Introduced a standardized corporate-wide quality system, and drove its adoption decisions through. Architected and led the implementation of ISO 9000 Quality System with new corporate business processes. After implementation product quality began to improve reducing substantially the number of software problems and customer complaints.
Implemented New Product and Services
Helped a large healthcare company introduce a new communication and customer service portal. Brought customers and end-users into an iterative ideation, design, piloting, and testing phases. Planned and oversaw initial launch and deployment of 9 new product releases with additional features and capabilities. This service portal was received by customers with excellent reviews exceeding expectation and increasing end-user satisfaction metrics by 35%.
Revamped Service Operations
Customer feedback for software support turned often increasingly negative. Revamped service operations and maintenance processes, initiated staff training and development programs, set service goals and corresponding reward systems to decrease response and problem resolution times, and increased customer communications. Established key performance indicators (KPIs) including measurable customer satisfaction indexes and customer surveys for monitoring them. Raised customer satisfaction each year over 3 years.
Focused on Quality
Company’s product quality was concerning and software releases often introduced major new problems generating high levels of customer complaints. Introduced a standardized corporate-wide quality system, and drove its adoption decisions through. Architected and led the implementation of ISO 9000 Quality System with new corporate business processes. After implementation product quality began to improve reducing substantially the number of software problems and customer complaints.
