Jan Swanke has more than twenty years of professional experience in customer experience environments with a broad range of career positions in consulting, operations and information technology. She began her career answering mail in the United Airlines Mileage Plus Program customer service center in Marina Del Ray, California while attending UCLA, and has gone on to spend her entire career in contact center environments, creating software, testing applications and in service delivery operation management positions. Prior to joining Contact Center 411, Ms. Swanke held leadership positions in enterprise operations, IT and professional services for many companies including United Airlines, MCI, US West, Century Communications, Compaq, Hewlett-Packard and Convergys.
Jan’s primary expertise lies in contact center optimization and improving the customer experience. Jan has an extensive background in managing a variety of project types including operational design, business process reengineering, technical and contact center assessments, vendor assessments, as well as authoring and designing corporate contracts and legal documents. She has been consulting for more than seven years in a broad spectrum of industries including healthcare, financial services, cable and telecommunications, and business services. Her operational experience includes managing inbound, outbound, blended centers in the corporate domain.
Key Competencies
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- Service Delivery Model Development and Roadmap Execution
- Contact Center Optimization Assessments – Technology, Process, Operations, HR, Customer Satisfaction
- Contact Center Operations Management
- Business Requirements Development and Facilitation
- Contact Center Organization Design
- Contact Routing Design & Multi-channel Service Delivery Strategies
- Process Reengineering
- Technology Development and Deployment
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Jan has led projects through all phases: business requirements, design, test cases and test plan execution and deployment. She has also built and managed centers from inception, and performed as interim leadership during organizational redesign transitions.
Jan also has extensive experience in application development assessment for new technologies, including both off-the-shelf and custom-developed applications. She has defined and managed the delivery of contact center desktop applications, voice technologies, knowledge base software, and intelligent contact routing technologies.
She is also an active member of the fine arts community in Orlando and Tampa Bay, teaching drawing and supporting local art programs. She participates in community career development programs as a speaker and mentor, and is a principal fund raiser for the Multiple Sclerosis Bike MS charity drive each year.