Air Date: Wednesday, Aug. 31, 2022 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Marcia Presberry and Shannon Smith | VP Customer Care | Sr. Director WFM and Reporting
Season: 13 | Episode Number: 2
Full Show:
Guest: Marcia Presberry | VP Customer Care
Marcia Presberry leads our Inbound Customer Care as well as our Inbound Loss Drafts Operations with leaders in mainly Mesa, AZ; Seattle, WA. Tijuana, MX and Fort Worth, TX.
In her previous role with FrontDoor, she served as Director of the Phoenix customer care center. Presberry was responsible for the facility and its service operations; she was instrumental in stream lining various processes, while enhancing the training and call center experience.
Before joining FrontDoor in July 2020, Presberry served as the Vice President for JPMorgan Chase, where she developed and lead leaders, including team in the Philippines, drove a high-performance culture, initiated monthly business reviews leaders and implemented other operational and training strategies to support Marcia’s experience also includes area sales leader and consumer service leadership roles for GE Consumer & Industrial as well as GE Mortgage Services.
Marcia has spent the last 20 years in operational and business-process leadership roles, she earned a bachelor’s degree in business management from National Louis University, she is also a Certified Six Sigma Blackbelt and an implementation leader. She currently resides in Arizona.
Guest: Shannon Smith | Sr. Director WFM and Reporting
Shannon Smith is a Senior Leader with National General Lender Services and is responsible for the Workforce Management and Reporting teams. Shannon has 14 years’ experience in the call center industry and has led the WFM team for the last three years. Shannon has been a part of the National General Family for over 21 years.
Passionate about providing accurate data to assist Executive leadership in making decisions is her main priority and the largest focus of her fabulous team. Shannon also has her individual ISO certification and is a stakeholder yearly for the Call Center of Excellence Certification. Shannon is located in the greater Phoenix area.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.
