Greensboro, North Carolina, United States
Global Contact Center Operations | Leadership & Team Development | Customer Experience & Success | Data & Analytics | Project/Program Management Experience in leading and operating multi-scale client experience & success contact centers in dynamic, fast-paced environments across various markets and verticals. Developed capabilities for global teams focused on customer service, operations and sales. Improved operating results by focusing on revenue opportunities, optimizing cost structures, and innovating processes by leveraging automation and work-flow changes. Always an engaged people leader with a track record of keeping on-site and remote teams motivated through coaching and communication. Collaborator and trusted client business partner; comfortable with ambiguity and embracing change. Solid project management skills. Agile learner, data & results driven.
Self-employed consulting Services for organizations seeking to improve all dimensions of their customer experience framework and improve ROI.
Transformed a generic inbound call unit into a solutions center focused on revenue, customer experience and user support. Expanded customer contact options by adding email/chat/social channels. Grew monthly transactional product sales to over $1.5M; collaborated with Sales to build and deploy lead generation, qualification and assignment processes which led to closings of over $4.5M in consultative sales.
Regional leader for B2B and B2C customer operations and support. Led a team of 175 Customer Support/Tier 2 & 3 Technical Analysts, re-focused Partner Service Account Manager team to deliver value-add services to telecom partners. Site closed in 2011 as part of global downsizing as company ceased operations.
Service Delivery Leader for multi-site contact center teams across multiple outsourced business processes. Clients included US, UK and ANZ-based accounts in Financial Services, IT, Telecom and Travel. P&L responsibility exceeding $25M in annual revenue.
Account relationship management, contact center operational leadership and P&L accountability for multiple client accounts under the Travel & Hospitality customer vertical. Managed KPI metrics and financials for a portfolio of accounts making up 45% of overall company revenue and 65% of overall company EBIT. Annual expense budget of $21M.