Anita Rockwell
Guest InstructorYears Experience: 15
Education: Anita graduated Cum Laude from Bethel College with a Bachelors Degree in Business Management with an emphasis in Organizational Studies. She is also currently working toward her Masters in Psychology.
Biography:
Anita Rockwell is the President & CEO and Director of Business Intelligence at BenchmarkPortal, Inc. She is a Purdue University certified contact center auditor specializing in assisting contact center managers in optimally integrating people with processes and technology. Anita’s primary passion is around creating the optimal environment in the contact center, with a special emphasis on the dynamics required to release the potential of each team member. In 2001, Anita co authored a popular professional book called, “Minimizing Agent Turnover” with Dr. Jon Anton.
Anita’s other core competencies include all of the following human resource challenges: 1) recruiting and screening, 2) hiring and training, 3) employee development, 4) organizational structure, 5) agent monitoring, coaching, and motivation, 6) change management, customer satisfaction surveys, and finally 7) agent quality measurement and benchmarking.
Anita has also developed a proven methodology to first discover the root causes of workflow process problems in a customer service contact center (including telephone and e-mails), and then to recommend specific solutions to improve efficiency and effectiveness to acceptable, best practice levels.
Anita was the Vice President of Customer Service with Simon Delivers.com where she designed, implemented, and managed an inbound customer service contact center for customer support.
Anita also spent sixteen years with the Blue Cross and Blue Shield of Minnesota where she was quickly promoted to Vice President of Customer Service, which included all aspects of customer contact management. In this capacity she was responsible for over 1 million members, 235 employees, 7 regional offices and an annual budget of over $10 million. Anita lists the following as her major accomplishments while with the Blue Cross and Blue Shield organization:
1. Re-organized the division, and championed technology enhancements.
2. Increased percent of inquiries resolved on first contact by 20%.
3. Increased customer satisfaction for regional service team from 75% to 87% in less than a year.
4. Dramatically reduced service employee turnover rate from over 50% to under 10% and improved employee satisfaction to a level 15% above the company average.
5. Developed and piloted first Intelligent Customer Service Workstation to streamline service delivery.
6. Increased market share in the region she managed grew from 45.5% to 49.5%.
7. Developed innovative client review tool that resulted in the identification of 250 initiatives to improve service.
8. Developed, implemented and directed one of the company’s first successful pay-for-performance initiatives which increased claims productivity by over 20% while incurring no additional costs.
9. Developed processes and tools that enhanced effectiveness of the team resulting in the retention of key provider partners and turning around the satisfaction ratings of the providers with her company.
10. Worked directly with a Senior Vice President and CIO and other senior staff members on key corporate projects as part of the company’s overall performance improvement strategy.
