This is a collection of projects that play a vital role in supporting customer retention efforts by helping increase customer satisfaction and loyalty, ultimately leading to improved customer retention rates. I oversee and actively participate in the design lifecycle to ensure top-notch user interactions with our products and services. My dual-natured responsibilities blend strategic leadership with practical involvement in design execution.
Retain
My Role
Reduce Case Creation
Background
Customers with good payment history can have a late fee automatically waived in the IVR with no agent interaction.
Objective
To automate waiver for eligible late fees and discourage clients from creating Late Fee Dispute cases when not eligible.
Objective
First 6 month results:
4510 Total User went through full automated experience and did not need to open a case. Reducing case creation is a priority since a human must be involved for each case created.
- 3546 Dispute a Charges waived/cases prevented
- 946 Late fees waived/cases prevented
We are on track for the year end goal.
One Payment
Objective
Optimize payment flow and reduce late fees and collection expenses. Clients should be able to make a single payment for all bill types (lease, rental, services, supplies, and credit lines)
Results
We are off to a fantastic start with first-quarter results. See Below.
35
Users that see the payment reminder go on to make another payment.
5.4
Total Multi-bill Payments (million)
27.5M
Amount collected (million) - 54,701 bills Total additional payments
88
Conversion rate for payment flow
6620
Total multi-bill payments transactions w/ $7M collected