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@redteam.com
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Andy West is listed as SaaS Operations Strategist | Former COO | CX & Digital Transformation Expert | Driving Efficiency & Growth in Tech | U.S. Army Veteran & Veteran Advocate at CXponent, based in Greater Orlando, United States. AeroLeads shows a work email signal at redteam.com, phone signal with area code 191, 404, and a matched LinkedIn profile for Andy West.
Andy West previously worked as Senior Business Consultant at Cxponent and Owner & Executive Consultant at Bright Idea Insights. Andy West holds Mba, High Technology Management from W. P. Carey School Of Business – Arizona State University.
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AeroLeads found 1 current-domain work email signal for Andy West. Compare company email patterns before reaching out.
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.
Listed skills include Enterprise Software, Cross Functional Team Leadership, Business Intelligence, Business Process, and 46 others.
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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 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.
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 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.
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 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.
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 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.
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 executive leadership team.
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 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.
Quick answers generated from the profile data available on this page.
Andy West works for CXponent.
Andy West is listed as SaaS Operations Strategist | Former COO | CX & Digital Transformation Expert | Driving Efficiency & Growth in Tech | U.S. Army Veteran & Veteran Advocate at CXponent.
AeroLeads has found 1 work email signal at @redteam.com for Andy West at CXponent.
AeroLeads has found 2 phone signal(s) with area code 191, 404 for Andy West at CXponent.
Andy West is based in Greater Orlando, United States while working with CXponent.
Andy West has worked for Cxponent, Bright Idea Insights, Redteam Software, The Northridge Group, and Sage.
You can use AeroLeads to view verified contact signals for Andy West at CXponent, including work email, phone, and LinkedIn data when available.
Andy West holds Mba, High Technology Management from W. P. Carey School Of Business – Arizona State University.
Andy West is listed with skills including Enterprise Software, Cross Functional Team Leadership, Business Intelligence, Business Process, Management, Leadership, Saas, and Analysis.
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