Innovative Contact Center Leader with 15+ years of experience, motivated to transition from self-employment to a full time role in Customer Success or Call Center Operations. Specialize in managing daily operations, program management, building and motivating high performing teams, and achieving business objectives for internal and external stakeholders. Director of Customer Experience & Success | Call Center OperationsEmail: Amayea.maat@cox.netAbility to prepare progress reports for all levels, evaluate employee performance, and actively manage incoming calls, improving productivity and ensuring low wait times to deliver customer satisfaction. Sets the vision and develops plans for leading a positive customer experience, that drives business growth, products and service adoption, and customer retention. Proven ability to design and implement strategies and programs for recruiting, hiring, and training. Fosters a positive work culture and employee engagement, improving processes through innovation, change management, and excellent problem-solving skills. Communicates clearly and effectively, both verbal and written, thriving in fast paced environments.Background includes proven skills using process improvement methods, Six Sigma business process execution, Program management, and Agile methodologies. Effective change leadership skills to take an organization to the next level and deliver transformative results.CORE COMPETENCIES: • Contact Center Leadership• Customer Experience• Program Management • Business Strategy• Process Improvement• Customer Service & Relationships• Change Management• Team Development & Training• Performance Metrics• Communication ACCOMPLISHMENTS: ~ Successfully delivered outcomes for OK DHS – reducing abandons from 80% to 10%.~ Garnered $6MM in services revenue, channel managing 320 accounts representing 8000+ users.~ Sustained a 90%+ renewal rate year over year. Please contact me at amayea.maat@cox.net with any Call Center or Customer Success Leadership opportunities.