Andy West Email and Phone Number
Andy West work email
- Valid
- Valid
- Valid
Andy West personal email
Andy West phone numbers
Seasoned SaaS executive and strategic consultant with a proven track record of driving operational excellence, customer experience innovation, and revenue growth in the technology sector. With over two decades of experience, including roles as COO and VP of Global Customer Services, I bring a unique blend of strategic vision and hands-on operational expertise to organizations seeking transformative leadership.Key Strengths:- Digital Transformation: Spearheaded global initiatives resulting in 90%+ self-service adoption and significant cost reductions while maintaining customer satisfaction.- Revenue Generation: Implemented lead generation programs driving multi-million dollar revenue increases and 48% YoY growth in leads.- Operational Efficiency: Reduced costs and improved performance metrics through data-driven decision-making and innovative process improvements.- Customer Experience Design: Developed and executed CX strategies that enhanced customer loyalty and lifetime value across multiple channels.- Cross-Functional Leadership: Built and led global teams of 2500+, fostering collaboration and driving consistent performance across 16+ countries.I specialize in navigating complex technological landscapes, from SaaS platforms to contact center technologies, always focusing on aligning operations with strategic business objectives. My approach combines deep industry knowledge with a passion for leveraging data and emerging technologies to solve critical business challenges.Whether you're a SaaS company looking to scale operations, a PE-backed firm seeking to optimize performance, or an organization embarking on a digital transformation journey, I offer the strategic insight and operational expertise to drive your success.Let's connect to discuss how we can elevate your operations, enhance your customer experience, and accelerate your growth in the dynamic world of SaaS and technology.
Cxponent
View-
Senior Business ConsultantCxponent Mar 2024 - PresentGlenview, Il, UsNavigating 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.
-
Owner & Executive ConsultantBright Idea Insights Jun 2016 - PresentEmpowering 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 enhancing agent productivity.Customer Experience: Designing and implementing strategies to improve customer satisfaction and loyalty.Data Analytics: Leveraging data to identify trends, optimize performance, and make data-driven decisions.Vendor Selection: Sourcing and deploying cutting-edge contact center technologies, including AI-powered tools like Agent Assist and Speech Analytics.Let's collaborate to transform your contact center into a strategic asset. -
Chief Operating OfficerRedteam Software Jan 2021 - Apr 2024Orlando, Fl, UsRedTeam 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. -
Sr. Consultant, Customer Experience (Cx) & Contact CenterThe Northridge Group Oct 2020 - Feb 2021Rosemont, Il, UsProvide 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. -
Vice President, Global Customer ServicesSage May 2018 - Oct 2020Newcastle Upon Tyne, GbReported 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 processes by providing global strategy and leadership for a Customer Services team of 2500+ that supported 3M active customers in 16+ countries across the telephony, chat, digital, and social channels. • 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.• Delivered robust self-service strategy and capabilities resulting in 90%+ of interactions serviced via self-service channels.• Eliminated phone channel for inbound support for legacy products, collaborating with legal and channel partners to ensure contractual compliance with greater efficiencies while delivering a consistent customer experience.• Represented services on M&A and divestment projects, integrating new acquisitions, and managing separation of numerous non-core product and service groups. -
Senior Director Revenue And Reporting Programs, Global Customer ServicesSage Jan 2016 - May 2018Newcastle Upon Tyne, GbPromoted 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 digital-first strategy.• 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.
-
Director Of Operations, North America ServicesSage Mar 2013 - Jan 2016Newcastle Upon Tyne, GbReported 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 analysis, strategic improvement projects, reporting, KPIs and increased top-line revenue.• 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 training consumption. o Selected as featured speaker at TSIA Technology Services World conference 2015 to deliver model results.
-
Senior Manager Of Operations, Enterprise Customer Support | Business Operations And AnalysisSymantec Feb 2010 - Aug 2013San Jose, California, UsReporting 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. -
Manager - Business Operations And AnalysisSymantec Jun 2009 - Aug 2010San Jose, California, UsManaged 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 executive leadership team.
-
Senior Principal Operations SpecialistSymantec Oct 2004 - Jun 2009San Jose, California, UsManaged 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.
-
Business TechnologyDigital Juice Apr 2003 - Oct 2004Lake Mary, Florida, UsImplementation and integration of CRM and ERP systems. Providing reporting and analysis for company leadership. -
Technology ConsultantSalt River Project Oct 2002 - Apr 2003Tempe, Az, UsProvided training and development on .NET technologies. -
Software EngineerIntel Jun 1997 - Oct 2002Santa Clara, California, UsDeveloped 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. -
Specialist, 84Th Army BandUs Army Sep 1987 - Jun 1991Arlington, Virginia, UsMember 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 Desert Shield and Storm, including ceremonies for Generals Norman Schwarzkopf and Colin Powell. Secondary MOS was Military Police, and duties included serving as perimeter guard for the Rear Operations HQ, and ammunition depot, M-60 gunner and Battalion chemical decontamination team. Attended Basic Training at Ft. Dix, NJ, AIT at Little Creek NAB in Virginia Beach, VA, and was stationed at Kelley Barracks in Stuttgart Germany.
Andy West Skills
Andy West Education Details
-
W. P. Carey School Of Business – Arizona State UniversityHigh Technology Management -
University Of Minnesota DuluthComputer Science
-
University Of Minnesota DuluthFinance
-
Northwestern Hs
Frequently Asked Questions about Andy West
What company does Andy West work for?
Andy West works for Cxponent
What is Andy West's role at the current company?
Andy West's current role is SaaS Operations Strategist | Former COO | CX & Digital Transformation Expert | Driving Efficiency & Growth in Tech | U.S. Army Veteran & Veteran Advocate.
What is Andy West's email address?
Andy West's email address is an****@****age.com
What is Andy West's direct phone number?
Andy West's direct phone number is +44 191 294*****
What schools did Andy West attend?
Andy West attended W. P. Carey School Of Business – Arizona State University, University Of Minnesota Duluth, University Of Minnesota Duluth, Northwestern Hs.
What are some of Andy West's interests?
Andy West has interest in Veterans Charities, Golf, Music, Motorcycles.
What skills is Andy West known for?
Andy West has skills like Enterprise Software, Cross Functional Team Leadership, Business Intelligence, Business Process, Management, Leadership, Saas, Analysis, Cloud Computing, Data Warehousing, Business Analysis, Business Process Improvement.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial