Experiences at NAI

?? Managed activities and performance of Direct to Consumer sales via outsourced customer call centers and fulfillment houses including remote monitoring and contractual SLA implementation
?? Development of programs to encourage brand loyalty and increase customer retention, including: call center script creation/implementation; training material development/distribution; ensuring call center agents achieve revenue and AHT goals; confirming orders are fulfilled and shipped; customer service issue resolution
?? Coordinate with Sales, Marketing and vendors to maintain consistency in brand positioning, messaging, timing and approach
?? Served on technology, personnel and core teams for the transition project to bring two call center and fulfillment vendors in-house, saving the company an initial $600,000 and ultimately $4 million annually....