Donna Hall is a Senior Consultant at Draper & Associates (Draper). She has more than 20 years of experience in program management, project management, business systems development, process design & improvement, and analytical research and analysis.

She is a results-oriented customer relations professional with extensive experience in operations management. She brings a proven ability to identify strategic opportunities, manage change, improve operational efficiency and effectively lead diverse groups.

EXPERIENCE

Since joining Draper & Associates, Ms. Hall has provided program and project management and technical consulting services to a variety of public and private sector clients. She is currently on assignment at the Atlanta Housing Authority (AHA) evaluating, analyzing, designing and implementing procedures and workflows to establish a centralized Customer Contact Center.

Prior to joining Draper & Associates, Ms. Hall held several customer service and quality assurance positions at levels of increasing responsibility, which enabled her to develop and refine her project management, business systems analysis and operations management skills. These experiences are detailed below:

Georgia Student Finance Commission

Ms. Hall served as a senior manager for customer relations, at the Georgia State Finance Commission. She was responsible for consolidating multiple call units into a unified, customer-centric unit that increased overall productivity, raised staff member product knowledge, reduced headcount, and created career progression opportunities based on performance metrics.

In addition, Ms. Hall evaluated, designed, and implemented technology to improve service operations and to provide customer self service support options. Her projects included:

• Managing systems, including an Interactive Voice Response Unit (IVR) that reduced call center volume by 40 percent while increasing agency trunk capacity.
• Implementing an e-mail response system that tracked 2000 e-mail responses each month.
• Implementing a quality assurance model, including a call monitoring/ recording program.
• Leading the redesign of the agency website from a product-driven site to a customer driven site.
• Implementing a web-based Loan Servicing Center , that allows customers to manage accounts online.

Wachovia Bank Card Services

As the vice president of service quality for Wachovia Bank for more than three years, Ms. Hall developed and implemented the corporate Executive Response Unit responsible for researching and responding to inquiries on behalf of the chief executive officer, corporate and divisional presidents and executive management. This unit also researched and responded to consumer inquiries sent to the Federal comptroller of currency and other regulatory agencies. Within this position, Ms. Hall engaged in the following services:

• Managed five associates responsible for correspondence of 200-250 inquiries each month, including root cause analysis with recommendations for corrective action.
• Designed and implemented database tracking to quantify and report customer issues and serve as the basis for continuous process improvement opportunities.
• Reduced customer complaints by 41% over two years and consistently exceeded satisfaction ratings.
• Served on a cross-functional portfolio management team responsible for maximizing profitability of the credit card portfolio by identifying and implementing strategic opportunities.

As director of customer services operations for Wachovia for more than six years, Ms. Hall held the following responsibilities:

• Management of 24 x 7 inbound call center operations responding to 2.5 million calls annually in a multiple-site environment.
• Development and coaching of 25 management reports and more than 400 associates. Established and tracked key departmental and individual performance metrics.
• Implementing systems technology and introducing outsourcing to improve call center operations and to reallocate staff to value-added functions. This work included implementation of an Interactive Voice Response Unit (IVR), CTI screen pops, call monitoring system, and call forecasting and staff scheduling software.
• Directing merger and integration of operations and systems following six portfolio acquisitions. Recommended and implemented solutions on product and account conversion issues, ensuring customer satisfaction and regulatory compliance.