Andy West Email & Phone Number

Glenview, IL, US

Navigating the confusing waters of technology selection, planning and deployment. Working with clients to guide in their digital transformation and change management. From the strategic to the tactical, I bring my years of experience in your shoes to fill the gaps and guide you and your team to success.

Empowering businesses to optimize their contact center operations and elevate customer experiences. I specialize in leveraging data-driven insights and AI-powered technologies to drive operational efficiency, reduce costs, and enhance customer satisfaction. My expertise encompasses:Process Optimization: Streamlining operations, reducing costs, and.

Orlando, FL, US

RedTeam was created to solve the unique challenges and inherent complexity of building a modern, multiple-office construction business enterprise. RedTeam is a real world solution for commercial construction project management built by contractors, for contractors...it's for what we do.

Rosemont, IL, US

Provide leadership, expertise and industry insights to clients who want to enhance their Customer Experience (CX) strategy and drive toward best in class performance in quality, effectiveness and efficiency. Complete comprehensive operational and process assessments focused on people, process, workforce management and/or technology solution deployments.

Newcastle Upon Tyne, GB

• Reported to Chief Customer Success Officer (CCSO), to lead global transformation of a business that had grown through acquisitions with little integration. Consolidated organizational operating models, systems, and.
• Reduced overall cost of services significantly through implementation of efficiency and cost containment operating model and introduction of channel, process, and technology improvements.
• Improved employee net promoter score (eNPS) substantially with key initiatives overhauling colleague tech stack, building standard career framework and introducing high potential mentoring program.
• Built contingency staffing Center of Excellence for handling extreme customer demand variability,
• Served as Sponsor and Business Process Owner for cloud-based tool implementations including SalesForce Service Cloud, Contact Centre as a Service, Customer Satisfaction Survey, Net Promoter Score, and Knowledge Base.
• Led global teams providing Workforce Management (WFM), Digital Services (KB, Community, Social), Process & Quality (QM), Insight & Readiness, and Services Portfolio Management.

Newcastle Upon Tyne, GB

• Promoted to role and reported to EVP of Global Customer Service. Continue delivering strategic improvement projects while formalizing a global Lead Generation Program to drive top-line revenue.
• Drove improvements in North America Lead Generation program YOY delivering 48% more leads, 16% higher conversion rate and 98% revenue resulting in a substantial multi-million dollar annual achievement.
• Chartered Global Service Committee, driving consistency across commercial service offerings by delivering value-differentiated plans with opportunities for add-on revenue that enhanced migration to subscription and.
• Created a new service offering “Sage Expert Services” targeting small hourly micro-engagements that grew significantly from first year pilot to second year supported by existing capacity with no incremental expense.

Newcastle Upon Tyne, GB

• Reported to VP of Customer Service Ops and provided executive leadership which contributed to regional transformation of multiple business units led by GMs into a centrally managed organization. Delivered business.
• Developed and delivered business reviews to Executive Leadership driving efficiencies, while navigating significant reduction in operating costs and maintaining customer satisfaction levels.
• Directed CS lead generation program resulting in increased volume 1600% with multi-million dollar revenue in year one.
• Built end-to-end reporting and analysis solution by leveraging Microsoft SQL Server, Analysis Services and PowerBI, to deliver operational and performance KPIs and reports for executives, managers, and front line.
• Created Feature Consumption model tying loyalty, propensity to renew and lifetime value back to service components, such as support, training, and digital assets. o Identified 12% increase in renewal likelihood for.

San Jose, California, US

• Reporting to VP of Enterprise Support, provide operations and performance management for global team of 1000. Managed global team of 20 managers and individual contributors.
• Operational improvement projects resulted in 46% higher response performance and 10% higher CSAT.
• Led Reporting and Analysis, Process, Quality Assurance (QA), and Workforce Management (WFM).
• Delivered omni-channel, global staffing model for employees in the U.S., Australia, China, Japan, India, Germany, France, UK and Ireland. Ensured 24x7 coverage with a follow the sun model.
• Selected for Symantec Top Talent Manager Program representing top 10% of global management staff.
• Recognized for Symantec Standing Ovation Award designated as highest award level given.

San Jose, California, US

Managed global team of analysts and developers to deliver a business intelligence (BI) decision support system (DSS) / Business Intelligence system used by 3000 global users. Tracked 660k annual incidents, and 1.2M annual customer interactions. Developed staff members, recruited and hired new employees. Provided analysis and presentation development to.

San Jose, California, US

Managed a team of Sales Operations analysts to deliver monthly sales commissions and adjustments. Provided reporting and analysis to sales and support leadership. Developed business intelligence (BI) tools using Microsoft SQL Server, OLAP and MDX, Reporting Services (SSRS), and ASP.NET. Performed business scenario planning and "what-if" analysis.

Lake Mary, Florida, US

Implementation and integration of CRM and ERP systems. Providing reporting and analysis for company leadership.

Tempe, AZ, US

Provided training and development on.NET technologies.

Santa Clara, California, US

Developed automated test systems for factory machine controller software. Developed business intelligence (BI) decision support systems (DSS) using Microsoft technologies including SQL Server, OLAP, and XML Web Services.

Arlington, Virginia, US

Member of the 84th United States Army band, based in Stuttgart, Germany. Performed for many foreign and domestic dignitaries, heads of state, military and civilian leaders. Countries performed in: US, Germany, France, Italy, Spain, Austria, Saudi Arabia, Iraq, Kuwait. Performed over 75 times in Saudi Arabia, Kuwait and Iraq while deployed during Operations.

Mba, High Technology Management

Bs, Computer Science

Bba, Finance

Education record