In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, we’re highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub.
During his session at C3, he will be sharing how his organization is using Calabrio WFM to manage efficiency and improve the customer experience beyond the call center. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, TN.
Name: Tyler Dibble
Title: Senior Manager, Operations & Workforce Management
Experience: 2 years with LendingClub, 5 years in financial services
Q: What are you most looking forward to for C3 2018 and why?
Tyler: While we may be in different lines of business, we’re all here to help our customers and face similar challenges. I want to hear about how other people have addressed challenges in their business and I’m looking forward to stealing some great ideas from participants that I can apply to my business! “So, tell me–what was your biggest struggle this year and how did you overcome it?”
Q: What are you passionate about?
Tyler: One aspect of my professional life that I love is solving big problems with our business partners. Few things feel as good as seeing a good plan come together to make life easier for our customers or associates. Things don’t always go to plan, but when you have great partnerships and the right attitude you can always bring it home.
Outside of work I’m all about family time and getting outside. I’ve got three kids under six, so we’re constantly on the move and every day is a new adventure. If I’m not with my family, then I’m probably riding my bike on local trails.
Q: Why should people attend your session, To Boldly Go: Using Calabrio to Drive Efficiencies in the Back Office? What will they learn?
Tyler: This session is really geared toward those of you that have sizable support teams that aren’t directly talking to customers or working non-interactive customer-facing roles – think document processing, loan review, or email. We’ve worked hard and suffered through some big mistakes to get WFM working for us in our Credit review team. It’s a mission-critical team that is also one of our largest Ops teams. By applying WFM principles and good data analytics, we’ve increased efficiency, improved forecasting for both headcount and throughput, and laid the foundations for sustainable growth at LendingClub.
We certainly don’t have it all figured out (yet), but hopefully, you can profit from our work and apply some learnings to your own business.
Q: The theme of this year’s conference is Amplify the Connection. What’s one song you’d love to hear amplified at the C3 customer appreciation party?
Tyler: Cardi B’s “I Like It” is the jam of the summer!
About Calabrio Customer Connect (C3)
Calabrio’s annual user conference, Calabrio Customer Connect (C3), is two and a half days of in-depth learning and networking. Through dozens of breakout sessions and roundtable discussions, attendees will learn from experts spanning industries. Share best practices and lessons learned with your peers. Speak with Calabrio executives and technical experts to get more value from your investment in Calabrio solutions and to provide feedback for future products.