Scholarship Impact Report – OLTC 2025
Prepared by: Rachel Current, Core Services Manager
When I applied for the OLTC scholarship, I shared that I had stepped into a new management role without a direct predecessor or roadmap, and that my department was working to build structure while growing in scope. I asked for tools, perspective, and a stronger peer network to help me deliver on our CEO’s vision of turning our BBB into a showcase for operational excellence.
What I Received from OLTC:
The conference delivered exactly what I hoped for and more. The sessions, networking, and collaboration gave me practical knowledge and strategies that directly address the areas I outlined in my application:
- Growth for Accredited Businesses: Leveraging consumer reviews, successful complaint closures, and live chat as natural conversation points to generate stronger AB leads.
- Data Quality & Efficiency: Techniques for using AI and DQ tools to strengthen data accuracy and improve our performance with IABBB Baseline Standards and Success Metrics.
- Operational Metrics & Staff Engagement: Best practices such as measurable staff progress tracking and an annual employee appreciation day provide new ways to build accountability and retention.
The Impact So Far:
Since returning, I have already begun applying what I learned:
- Complaint Resolution Improvements: Implementing follow-up processes to raise our resolution rate, including ways to increase consumer interaction and convert “answered” cases into “resolved” when appropriate.
- Arbitration and Shared Services: Identifying ways to modernize our arbitration program and exploring opportunities to both utilize and offer shared services within the BBB system.
- Leadership Perspective: Connecting with peers facing similar challenges gave me perspective on project management and culture-building that I can apply to Core Services.
Closing the Loop:
The conference reinforced that Core Services is both operational and strategic. The tools and approaches I have brought back are already shaping how our team functions and how we support BBB’s mission of trust in the marketplace. Thanks to this scholarship, I am better prepared to lead my team, strengthen operations, and help make our BBB a model of excellence. This investment directly benefits not only me, but also our staff, Accredited Businesses, and the consumers we serve.
