Rosanna Imbrogno serves as a Partner of the GrowthPoint Group’s Calgary office and brings a powerful track record of success focusing on customer experience, strategy, leadership and business analytics. She has repeatedly proven that strategically focusing on customer’s needs will increase profitability and grow revenue. Her experience includes:
- Consultant with BPIT Consulting Services. She led the development of the strategic 3-5 year business plan, records information and document management program for a wholly owned subsidiary of the largest investor-owned distribution utility in Canada
- Vice President Customer Service for WestJet Airlines, including the following key areas:
- She designed, implanted and led a call centre of 450 employees generating annual revenues of $225 million.
- She developed and maintained a performance based compensation model which reduced employee turnover to 4% and saved $1.2 million annually.
- She created an outbound sales program generating $3.4 million in incremental revenue.
- She created and strategically led a customer care team to recover 1.2 million guests in one year.
- While maintaining industry leading customer appreciation levels, she led a cost reduction of 43% over 5 years in the Guest Services Department.
- She led the development of WestJet’s customer service strategy to become one of Canada’s Most Respected Corporations for Customer Service.
- With a $27 million operating budget, she translated guest needs into business strategies, outcomes included customer care excellence and improved guest satisfaction levels.