SPEECH TITLES AND/OR TOPICS
Corporate Culture | Customer Service | Retail
Andre Harris is Westfield's National Customer Service Executive and is responsible for Westfield's WOW customer service for their 60 U.S. shopping centers. She drives the national strategy for hiring, training, measuring and rewarding team members. She is credited with developing Westfield's WOW Customer Service Training course offered to all team members including contractors. Prior to joining Westfield, she worked for Continental Airlines for 15 years in customer service, training and quality assurance.
Ms. Harris utilizes Westfield's WOW (Way beyond the expected. Own it personally. Win over their hearts.) as a platform to differentiate brand Westfield as being the preferred shopping destination over competitors by delivering a different, better, and special customer experience to Westfield shoppers.
Andre Harris leads overall national strategic planning, development and implementation of Westfield WOW and all of its components including people, training, measurement, rewards and communication for 5,000 plus team members in 60 shopping centers throughout the U.S.
Ms. Harris created a business plan to justify and launch new in-house training organization at Westfield to support training needs of 2,500 plus team members nationwide. In 6-months, it transitioned from Westfield tradition of outsourcing 100% of training to the development of national and regional training teams certified as "Master Trainers." She achieved over $250,000 in annual savings. She developed and launched new Concierge Training Program and certification for Westfield's 700 plus Concierge nationwide. New program includes 5 milestone "Steps for Success" completed within first six months of employment. She blended learning methods used including instructor-led, self-paced/e-Learning, peer-led, self-assessments and observed evaluations. Concierges receive certification upon successful completion of national testing program by National Retail Foundation.
Andre Harris led Westfield's global team in development of new Westfield Corporate Orientation. She conducted global Train-the-Trainer session and rolled out a new program worldwide. She developed and launched a new WOW Customer Service Training course for all new and current U.S. Westfield employees, vendors, partners, and contract team members. She partnered with National Retail Foundation to offer WOW Training to local communities and vocational programs. She developed and launched Westfield's new reward and recognition programs for field and corporate employees. She also, created, communicated, and launched new Customer Care guidelines for Westfield to increase customer satisfaction and resolution, decrease complaints and use customer feedback to drive change in the organization.