Bill Duff, Fcx I
About Bill Duff, Fcx I
Bill Duff serves as the Director of Customer Experience at Gordian, where he has worked since 2019. He has extensive experience in customer service and operations, having held leadership roles at various companies including adidas Group and CHEP.
Work at Gordian
Bill Duff has been serving as the Director of Customer Experience at Gordian since 2019. Based in the Greenville, South Carolina area, he focuses on enhancing customer interactions and satisfaction. His role involves leveraging technology to improve customer experience and managing teams to achieve organizational goals.
Previous Experience in Customer Service
Prior to his current position, Bill Duff held various roles in customer service and operations. He worked at adidas Group as the Senior Director of Customer Service for North America for 11 months in 2017. He also served at CHEP in multiple capacities, including Vice President of Customer Operations and Director of Quality Voice of the Customer, contributing to customer service improvements over several years.
Education and Expertise
Bill Duff earned a Bachelor of Science in Marketing from La Salle University, where he studied from 1991 to 1995. His educational background supports his extensive experience in customer service and operations, enabling him to implement effective strategies for enhancing customer loyalty and satisfaction.
Keynote Speaking Engagements
Bill Duff has been recognized as a keynote speaker at several industry conferences. He delivered a keynote speech at the Net Promoter Score Conference in 2014. Additionally, he presented at the Argyle Journal Customer Care Leadership Forum in 2014 and the Strategic Account Management Association in both 2012 and 2013, sharing insights on customer experience and service quality.
Achievements in Customer Experience Metrics
Throughout his career, Bill Duff has implemented key customer experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and First Call Resolution (FCR). These initiatives aimed to enhance customer satisfaction and service quality. He has also sponsored Six Sigma projects to improve brand and service quality across organizations.