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Erica Lehman Emmer Presentation


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Erica Lehman Emmer Presentation

  1. 1. Erica Lehman Emmer Resume
  2. 2. Professional Background <ul><li>Accomplished leader with 17 years of Quality & Project Management </li></ul><ul><li>Expert knowledge of ISO 9000 and Six Sigma Methodologies </li></ul><ul><li>Robust experience in document control, training, operational and financial planning - special emphasis in Operations Services, Financial Services and Customer Service Center Management. </li></ul><ul><li>Extensive expertise in internal and external quality audit, productivity and quality analysis </li></ul>
  3. 3. <ul><li>Hereafter you will find a few “samples” of my experience in internal audit, productivity analysis and metrics, call center monitoring process, document control… </li></ul><ul><li>The provided “samples” are only designed to support some aspects of my skills and / or professional background. </li></ul>
  4. 4. Quality Assessment Plan
  5. 5. Quality Assessment Report
  6. 6. Productivity Study Plan
  7. 7. Call Center Statistical Report
  8. 8. Call Center Productivity Analysis
  9. 9. Agent Monitoring Evaluation
  10. 10. Example of Communication from the QC Monitor Team (Calibration results) <ul><li>The QC Team has completed Declined Deliverable Analysis on  *****. </li></ul><ul><li>For future reference our findings and the attached report are also posted on the Productivity and Quality site:  </li></ul><ul><li>  </li></ul><ul><li>In re-listening to these 17 leads we found: </li></ul><ul><li>9 leads met criteria at the time of our calls with the prospect. While we may not wish to charge the client for these leads because of the discrepancy at the time of hand-off, recommended action would be to communicate with the client the findings of this analysis and reiterate the quality of the leads sent. </li></ul><ul><li>The lead with ****** should be discussed further with the client. The sales rep’s notes indicate that they will be following up on this lead again in March. After re-listening to the call, we found that the lead met criteria. There seems to be a disconnect between the client’s expectations and those outlined on the template. </li></ul><ul><li>The lead with *** should also be discussed further with the client. The sales rep’s notes indicate that *** cannot link directly to ****. This may require us to update our campaign template to show this as a disqualifier. </li></ul><ul><li>Finally, there were 6 leads that had errors with the validation process. We found that validation of these leads were done primarily by a “back-up” PM as this project was transitioned from the old PM to the current PM. This was probably just a misunderstanding of criterion/expectations for this project. </li></ul>
  11. 11. Document Control Method
  12. 12. Operational Procedures
  13. 13. Customer Satisfaction Survey
  14. 14. <ul><li>For additional information, please contact me via LinkedIn or </li></ul><ul><li>send an email to </li></ul>