Channell Smith, Acs, Lean Certified
About Channell Smith, Acs, Lean Certified
Channell Smith is a Manager of Quality and Operations at Western & Southern Financial Group, where he has worked since 2017. He has a strong background in customer service and operations, having held various roles within the company since 2004, and is Lean Certified.
Current Role at Western & Southern Financial Group
Channell Smith holds the position of Manager, Quality and Operations at Western & Southern Financial Group. She has been in this role since 2017, contributing to the organization for over seven years. In her current capacity, she focuses on enhancing operational efficiency and quality management within the company.
Previous Positions at Western & Southern Financial Group
Channell Smith has held multiple roles at Western & Southern Financial Group, starting as a Customer Service Consultant from 2004 to 2006. She progressed through various positions, including Administration & Support Supervisor, Sales Operations Support Assistant Manager, Sales Manager, and Customer Service Manager. Her experience spans over a decade, showcasing her growth within the organization.
Education and Certifications
Channell Smith studied at the University of Cincinnati. She holds certifications in ACS and Lean methodologies, indicating her expertise in quality management and operational efficiency.
Achievements in Operational Efficiency
In her roles at Western & Southern Financial Group, Channell Smith implemented a Salesforce ticketing feature that resulted in a 44% reduction in non-Optimizer requests for Workforce Management. Additionally, she improved the Customer Satisfaction Score (CSAT) by 47.5% within three months of implementation and reduced overall Workforce Management steps by 33% through Lean methodologies.
Customer Service Performance Metrics
Channell Smith achieved a 97.3% First Contact Resolution rate within six months in her current role as Manager, Quality and Operations. This metric reflects her commitment to effective customer service and operational excellence.