Centergistic Consultant Network Directory
Dru Phelps
Location: Chicago, IL
Focus: Dru Phelps has built her career in Customer Service as a methods engineer, mystery shopper, leading TQM, HRM, CRM, and ROI on the ABC’s: your Agent, Business, Customer, and $avings. She identifies and understands your people’s needs, defines process by innovation and ideas, to diagnosis cause/effect of improvement on performance-based results.
A Value Partner, Dru shares 25 years hands-on Contact Center experience, from performance assessment to process optimization in Sales/Service/Support Centers. Her pragmatic approach relies on data and diagnostics to justify areas ripe for change. In her career, she has identified profitable ROI on over 400+ Customer Service projects driving strategic business goals into tactical tools that optimize the Customer experience. Dru conducts 4D Labs, is an active Advisory Board alumnus at Purdue University, earned M.S. at USC in Systems Management, and former MBA faculty at UOP. Today as advisor, consultant, speaker, and avid writer, clients give excellent ratings to Dru on willingness to share from her insightful expertise that includes:
- Founder of 4D-Site 4 dimensional models on Customer Relationship Methodology
- Author of How to Conduct a Call Center Performance Audit: A to Z, 4D playbooks, toolkits
- World-wide speaker, instructor, judge, and advocate on Customer Service Excellence
- Director for Performance Optimization Practice: Assimilation to Implementation
- VP at BenchmarkPortal, client and consulting services for gap-analysis comparisons
- Lead Certification Auditor of Purdue’s Center for Customer Driven Quality
- Performance Director in 200-seat Service Provider Call Center for 18 clients
- Quality Engineer to monitor, measure, calibrate ROI of First call Resolution
Clients include:
• Cambridge Technology Partners
• Sun Micro Systems
• McDonnell Douglas/Boeing
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Met Life
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inContact
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NovaMed Eye Care
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United Airlines
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Delta/JFK Airport
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TM TeleServices
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eBay
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Telus Asia,
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Rogers Cable/Wave Internet
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Bank of America
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Bank of Montreal
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Nations Bank
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NY Life Insurance AARP
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Caesars Palace
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Hilton
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LA Times
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Reuters UK
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Chicago Art Museum
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Auto Club of Southern California
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Northern Trust Bank
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Capitol One
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ComEd
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SaskTelephone
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American Medical Association
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Herbalife
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MESSA
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Blue Cross Insurance
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McKesson Pharmaceuticals
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Koll Real Estate
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Electronic Arts
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Mary Kay
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WIN 211 State
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Veterans Association
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US Postal Service
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Kelly Services
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Center of Business Intelligence
A word from Dru:
I can work with you and share my “How, Why, Where, What” tactics to optimize people and processes:
- How, Why, Where change can impact and improve performance (the ABCs)
- What reports, dashboards, data are used for diagnostics and decisions (Goal Achieving Metrics)
I welcome an opportunity to answer your questions and work with you to improve performance in your center.
Arrange a conference call
Website: www.4d-site.com
