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Special Guest, Russell Rossi, from Ney York Life, will be joining us to share his insight on transitioning a service center, into a sales center, that will provide more value to the organization as a whole.
Discussion points: 1. Developing a strategic roadmap 2. Key strategies to excite your organization for change and growth 3. Importance of measuring results for success
Russell Rossi is the Corporate Vice President of Customer Experience and Strategic Planning for New York Life Tampa Operations. Russell’s responsibilities include all customer touch points and technology of the Customer Experience Program comprising the internal Quality Teams, Learning and Development Team, After Call Survey, Speech Analytics, Voice of the Customer, and Voice of the Agent programs. Additional responsibilities include oversight for all Strategic Planning and Project Management for key Member Services technologies, initiatives, and enhancements. Russell possesses over 25 years of management experience in a wide range of industries with core competencies in Strategic & Tactical Business Planning, Project management, Quality & Process Engineering, Revenue Generation, Customer Service Satisfaction & Retention and Business Growth Development. He holds a BS Degree in Business and Marketing.
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