Social Care, Liberty Mutual

Role: Sr. Specialist/Associate Program Manager

Company: Liberty Mutual

Goal: Provide best-in-class customer service to promote customer satisfaction, cost-savings and retention.

Strategy: Working with corporate teams and field offices, the community management team trained call-center customer service reps in two locations to respond to customer inquiries and complaints on social media. By analyzing customer needs, staffing strategically and training reps on social media style and tone, we were able to build an award-winnning social media customer care program from the ground up. In just over a year, the volume of inquiries responded to was drastically increased and response time reduced to under an hour, providing customers with timely solutions on their preferred channels of communication (Facebook and Twitter).

Execution Role and Contribution

  • Program manager
  • Lead trainer, best practices manager
  • Liaison with PR, legal, Office of the President and customer service supervisors
  • Generated analytics and insights reports

Awards: Liberty Mutual President’s Award

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