WICHITA, Kan. – Delta Dental of Kansas on Friday announced Kristen Hoffman will now be Chief Operating and Experience Officer, overseeing operations and customer experience for employers and consumers managed by Delta Dental and its subsidiaries in 34 states.
Hoffman has been with DDKS in various leadership roles for nearly 14 years, most recently as Vice President of Client Service. In that role, Kristen and her team achieved a 99.8% client retention and 98% broker and customer satisfaction rating.
Under Kristen’s leadership, the customer service call center ranked top 10% in the United States by Benchmark Portal based on call center performance metrics and results.
In addition, operations grew the company’s Net Promoter Score to more than triple the industry average and customer satisfaction grew to 96.6% compared to an industry average of 53.3%. Hoffman has also implemented numerous enhancements to improve service and the customer user experience. Her team was also named Top Call Center in North America by the Customer Centricity Awards.
Hoffman is active in the Wichita community, serving on the Board of Directors of the Wichita Chamber of Commerce and Wichita Area Business Professionals. Kristen was awarded “Women Who Lead in Healthcare” and “Women in Business” from the Wichita Business Journal.
