CX & Operations Consulting
Elizabeth White
With experience working in close partnership with C-Level Executives at Startups and Fortune 500 Companies across the world, I have a well accomplished track record of defining, implementing, and scaling strategic solutions that fill the previously unexplored gaps costing your business thousands by digging into the data and thinking outside the box.
Recent Contract Win ✨
A well established FinTech Startup based in Seattle, and used by over 7 Million people worldwide brought me in to support, manage, and optimize an outbound calling team that had been heavily underperforming and costing the company thousands in fees.
The Data 💯
Timeline: Initially it took 2 months to see improved outcomes. The contract for managing the team was ongoing until teams and management ladders were restructured, lasting a total of 8 months.
Deliverables: List some deliverables that the independent gave.
• I improved the teams success rate by 34% (63-97) in 2 months, maintaining a success rate between 93-97 each week for the length of the contract.
• Onboarded a new BPO partner who was recognized as the top performing team month after month and later used in different books of business within the company.
Elizabeth has been great to work with. She was hired to help us stabilize and turn around an underperforming outbound calling team and went right to work. She helped us refine and extend our operational playbooks and worked with the team to ensure the proper level of training and oversight was being provided. She [Elizabeth] has been good about raising issues in a constructive manner and is not afraid of having hard conversations about and with team members if/ when performance didn’t meet expectations. She helped us identify different partner options for extending the capacity of the team and singlehandedly led the on-boarding of a new partner. The operational metrics from this team are significantly better than when Elizabeth started and she is primary factor for that turn around.
- JC
Vice President of FinTech SaaS Startup
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Posted Sep 14, 2022
Relationship Management, Operations and the full Customer Experience Lifecycle for Fortune 500 companies and SaaS Startups
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