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Ross Malic

Ross Malic. Service Delivery Experience. Management Experience. DHL: Promoted to Supervisor in February 2006 Supervised the work of 20-25 agents Performed annual reviews Performed corrective actions, including termination Created a Team Lead position. SLA Delivery.

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Ross Malic

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  1. Ross Malic Service Delivery Experience

  2. Management Experience • DHL: Promoted to Supervisor in February 2006 • Supervised the work of 20-25 agents • Performed annual reviews • Performed corrective actions, including termination • Created a Team Lead position

  3. SLA Delivery • From 2006 – 2007 I was single-handedly responsible for meeting Service Level Agreements for customers calling in for DHL WebShip support • SLA: 80% of all calls answered within 20 seconds • Other criteria: • Less than 3% abandon rate

  4. SLA for 2006

  5. SLA for 2007

  6. Increasing product quality • Aggressive analysis of call data – specifically call categorization and specific problem statements in call tickets – led to: • Increase in quality of product usability • Increase in quality of customer experience • Decrease in low complexity, high volume calls • Examples of product enhancements: • Elimination of use of “pop-up” windows for certain classes of shipments • Creation of “self-service” password reset function for end users • Additional search criteria for customer account search tool (for agent use)

  7. Cross-departmental collaboration • Production Support team • Revamped account support tool to include • Search for customer by email address • Add notes/view activity log • View customer’s last shipment • Product Support team • Reduce number of shipments that require pop-up windows • Reduced those types of calls by 90% • Product Management team • Revamp customer facing password reset tool • Reduced those types of calls from 14% of total volume to 10%, a reduction of about 460 calls

  8. Always look for opportunity • Piloted telecommute program • Created employee agreement • Set guidelines for performance • Pilot program was eventually expanded to the other Service Desk units • At its peak, 20 agents were successfully supporting customers from home with no impact to SLA or quality of service

  9. Call volumes Vs Shipment volumes2006-2007

  10. Personal philosophy • Long-term goals must be identified and established • Short term goals must serve to achieve the long term goal • Establish trust between direct reports • Deliver on your promises – if you cannot, make it clear why • Serve the customer – even if it means not doing what they want to achieve what they need • Some risk is acceptable – as long as the research is done and the reward is important

  11. Contact info • Ross Malic • rmalic@cox.net • http://www.whyhireross.com

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