Penny Jerkovic

Work History

Sleep Country Ltd

08.2022 - 09.2023

Developed new hiring process including new hire onboarding and continuous development for existing associates
Considerations include transitioning the team from CSR’s to CXO’s, daily training sessions, and fostering connections with management and team members
Created specific initiatives involve training programs to shift existing CSR teams to CXO roles, reviewing engagement strategies for remote teams, determining types and timing of training, and implemented a 'Training the Trainers' program
Defined appropriate metrics and external benchmark data, outlining management responsibilities, communicating expectations to the team, establishing timing for reviews, and promoting self-analysis by associates
Focused on understanding feedback streams, documenting areas of feedback reception, and determining the appropriate level and number of streams, incorporating benchmarks and tracking across all departments to determine the voice of the customer
Improved Customer and associate retention and delivered sustainable results by fostering a culture of continuous improvement and performance excellence throughout the organization.
Championed change management initiatives that led to significant process improvements and increased employee satisfaction levels.

Sleep Country Inc

02.2018 - 08.2022

Solely responsible for moving the company from a customer service to a customer experience leader
November 2019 started a new team comprising of specialty trained CX individuals that can also sell via telephone and online
Created specialty line for customers to reach online sales associates
Timing was exceptional as Covid changed how we did business in March 2020, only 4 months after inception of the CXO team
Trained team of 50+ team members of the CX team as well as the CXO team
Trained all operations teams on CX approach
Trained all sales teams on CX approach
Worked with marketing, operations, ecommerce and sales to rework all our communications to reflect CX thinking.
Developed and executed data-driven initiatives for continuous improvement in customer experience.
Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base.
Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
Oversaw the development of an online support portal, providing customers with easy access to resources and assistance when needed.

Sleep Country Canada

05.1997 - 01.2018

Reduced operational costs through comprehensive process improvement initiatives and resource management.
Achieved departmental goals by developing and executing strategic plans and performance metrics.
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.