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Initiative in Streamlining Refund Process

I successfully led a project to improve an inefficient customer refund process. The existing process took 14 days and cost excessive time and resources. I analyzed the problem, gathered input from agents, designed a new 2-day process, selected a software supplier, implemented the new system, and delivered results. The new process reduced refund times to 2 days, saving over £100,000 annually while improving customer satisfaction ratings by 50%. I was recognized by the Board of Directors for my leadership as the top performing team leader.

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6 views2 pages

Initiative in Streamlining Refund Process

I successfully led a project to improve an inefficient customer refund process. The existing process took 14 days and cost excessive time and resources. I analyzed the problem, gathered input from agents, designed a new 2-day process, selected a software supplier, implemented the new system, and delivered results. The new process reduced refund times to 2 days, saving over £100,000 annually while improving customer satisfaction ratings by 50%. I was recognized by the Board of Directors for my leadership as the top performing team leader.

Uploaded by

latekurtcobain
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd

Competency Question: Tell me about a time when you used your initiative to resolve a complex problem.

What was involved and what actions did you take?

Situation

Last year while working as Customer Focus Manager with ABC Products Ltd in London, I
successfully implemented a new process which reduced the time taken to process customer refun-
ds from 14 days to 2 days, saving over £100,000 annually in agent time and gaining a 50% uplift
in customer approval ratings.

Task

Our customer refund process was taking 14 days and was using up an excessive amount of agent
time and resources. I was tasked with reducing this to 2 days with the added benefit of saving time
and resources.

Action

I initiated the project by firstly clearly defining the objectives and the procedures.
I created a detailed brief that both analysed the problem and outlined the potential benefits of the
newly proposed process.
I completed a walk-through of the existing system and identified where problems were occurring.
I interviewed the agents involved to gather their input into both the current system and their ideas
of what they thought would work well. I believed this to be vital as I knew I needed to get them on
my side in order to implement the new process.
With all that knowledge, I designed a new process and drafted a brief which I then forwarded to
four software companies who specialise in the system we needed.
I considered their alternative approaches and compared each in terms of cost and ease of
functionality, discussed with the agents and after having a demonstration and on hands testing,
selected our preferred supplier.

After presentation and consultation with my management team I organised a project team tasked
with implementing this new system.
I set up a system for internal and external feedback and communication, ensuring that everyone
involved was on board and up to speed.
Throughout, I successfully managed the team members, updated and revising project milestones
as necessary and in the end delivered a system that performed superbly.

Result
I was very pleased with the outcome. I reduced the time taken to process customer refunds from 14
days to 2 days, saving over £100,000 annually in agent time. It was also a great result from the
customers point of view and we gained a 50% uplift in customer approval ratings for the team.
Even more pleasing was the fact that the Board of Directors awarded me a prize for top performing
team leader as a result of this project.

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