Shannon Denniston, CCXP
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Emergency Contact Postcard
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Test Your System Postcard
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CRM Call Checklist
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CRM Purpose of Script Sample
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Medical Pendant Letter

Customer Relationship Management

Monitronics Security, Customer Interaction & Lifecycle Manager
Project Intent
  • To offer customers a better experience overall, aiding with alarm system or service issue they may be unaware of or unable to resolve altogether.

Audience
  • Residential customers experiencing uncommon trouble with alarm system or service they may or may not be aware of.

Challenge
  • Customers experiencing issues that may be out of the norm, haven’t been addressed or can’t be easily solved in mass by the call center. ​
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Solution | Skills Contributed
  • Specialized call group created to make personal contact with customers and provide assistance with concerns that may otherwise be overlooked.
  • Wrote detailed call and voice mail scripts for team.
  • Helped develop and document special handling procedures and training materials to help agent resolve issue at hand.
  • Designed and wrote outbound communication, either documenting call details for customer to follow or to reach customers unavailable to speak on call.
  • Hired both English and Spanish speaking call reps to accommodate most customer types.
  • Managed Customer Relationship Management team to help maintain positive customer experience.
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