Danielle Rench

Background

About Danielle Rench

The key role of any customer service team is to retain and grow business. Priority ONE, make it easier for customers to do business with you. The right leadership, focused on the customer experience, collaboration, process and quality improvements in both work product and technology, will improve top and bottom line results. My initial goal with an organization is to get to know the people. Are they happy? Well trained? Is there a career roadmap that motivates team members to excel in their current position? Is recognition fair and achievable? Collaboration vs. dictation around team goals? Transparant communication? How is current management viewed? Simultaneously, do we understand how customers view us? Is leadership really talking to, and listening to customers? Is that feedback being shared with the rest of the organization in order to collaborate improvements? How does the development of the team align with the vision and mission of the organization? This is just the beginning, but this is what I LOVE to do! I believe work should be a happy place, not always easy, but happy and engaging. In my past engagements, our teams have raised NPS scores significantly, and reached Customer Effort Scores (CES) as high as 96%. Collaboration and analysis yielded improvements to revenue and retention. I am looking for my next adventure as a leader with an organization ready to take the next step in team culture and customer experience. renchdanielle@yahoo.com