About Consumer Opportunity:Consumer Opportunity is a private call center company specializing in lead management and customer acquisition. We are dedicated to empowering businesses by delivering exceptional lead generation and customer acquisition services. Our mission is to help our clients achieve their sales and growth objectives efficiently and effectively.Role Overview:As the Chief Operating Officer (COO) at Consumer Opportunity, I play a pivotal role in driving operational excellence and ensuring the seamless execution of our business strategies. My responsibilities include overseeing day-to-day operations, optimizing processes, and fostering a high-performance culture aligned with our commitment to delivering outstanding results for our clients.Key Responsibilities:Operational Leadership: Providing strategic and operational leadership to the company's core functions, including lead management and customer acquisition.Process Optimization: Identifying and implementing process improvements to enhance efficiency, productivity, and quality of services.Performance Management: Developing and monitoring key performance indicators (KPIs) to ensure alignment with company goals and drive continuous improvement.Team Development: Fostering a collaborative and high-performance culture by mentoring and developing team members, promoting professional growth and talent retention.Client Satisfaction: Ensuring the highest level of client satisfaction by maintaining strong relationships, understanding client needs, and delivering exceptional service.Strategic Planning: Collaborating with the executive team to develop and execute the company's strategic plan, ensuring alignment with overall business objectives.Technology Integration: Leveraging advanced technology and innovative tools to enhance operational capabilities and drive business growth.Financial Oversight: Managing budgets, optimizing resource allocation, and ensuring financial targets are met.

Friends and colleagues, for some, this will be a shock.In late 2019, I was diagnosed with bone cancer. Since then, I have been on that path that we all know about and dread—radiation, chemo, machines, scans, blood work, doctors… on and on. In 2020 while the world fell apart, I worked from a portable desk while bed-bound for 6 months. I have been in and out of remission several times until finally in 2022 I was told that medical options were limited, and I should prepare for the worst in 24 months. I worked for another year. Finally, in September of 2023 after four long years, I figured it was time to “Get busy living or get busy dying.” I quit my job. I had developed a short bucket list of things that I wanted to do. In that first month, I hiked in the Santa Monica Mountains, visited the U.S.S. Iowa, saw a Space X launch, and then got a call from my medical team saying they might have an emerging treatment for me.Yes, you read that. 30 days AFTER quitting my job, I had medical options. Gene therapy entered my life, way better than chemo because it doesn’t just kill cancer cells, it tricks them into being harmless. I am now once again cancer-free, for the final time.I am walking away from all this with a profound appreciation for life and a renewed sense of purpose. Your support means the world to me.Thank you for being a part of my network!Much love to you all.~Drew

Assumed senior leadership responsibilities, overseeing organizational strategy, executive communications, and cross-functional collaboration. Served as the strategic leader for the Customer Success, Project Management Organization, and Operations team, scaling the organization and establishing customer-centric processes. Drove client growth, fostered team building, and oversaw contract renewals to deliver exceptional customer experiences.• Implemented company-wide OKRs, defining customer-centric objectives and driving initiatives that resulted in an 80% achievement rate.• Established and supported Employee Resource Groups (ERGs) to improve employee satisfaction by over 20%.• Grew implementations of contact center technology from 1200 agents at 6 contact centers to more than 20000 agents at more than 50 contact centers globally.• Doubled the book of business within two years, managing successful client relationships with Fortune 50 companies in the Telecommunications, Healthcare, and Finance sectors. • Addressed low customer engagement, resulting in a 90% increase during a 30-day global on-site customer success initiative.• Negotiated contract renewals with the company's largest client, maintaining pricing structures, reducing support costs, and achieving a 5% increase in annual recurring revenue (ARR) while decreasing operating costs by 10.5%.• Expanded the customer support and success team by 300% within 12 months, addressing capacity constraints and reducing deployment backlog to enhance service delivery.

Provided strategic leadership to the internal and external software development teams, tasked with delivering products to meet the growing customer demands of client contact centers. Implemented SAFe Agile methodologies to drive efficiency and innovation. Managed Technical Project Managers to develop detailed implementation plans for the rapid growth of business.• Managed a 150% increase in the installed user base, contributing to the company's growth and leadership in the market.• Leveraged the SAFe framework to elevate the team's Say-Do Ratio to surpass 90%, ensuring a strong commitment to delivering exceptional customer experiences.

Managed the digital portfolio PMO driving customer-centric initiatives for AT&T's contact centers, overseeing the development and implementation of digital engagement tools and AI-powered customer support solutions for 25,000 contact center agents. The team executed large-scale projects to enhance the overall customer experience and support smooth center operations.• Successfully reduced contact center employee attrition by 60% and improved speed to proficiency rates by 300% through the CoBot program, enabling the delivery of consistent and high-quality customer support across contact methods.• Managing virtual assistants with a 60% engagement rate, saving >$10M annually through customer self-service, delivering cost savings.• Designed and implemented "CoBot," a human augmentation tool that improved sales conversion rates by over 10% and contributed to a Lifetime Value (LTV) increase of +$100 million, enhancing the customer journey.

Provided comprehensive project management support for the 10-person team, with a focus on launching cutting-edge consumer devices and driving customer satisfaction improvements.• Achieved annual savings of over $20 million through the optimization of internal operations and schedule alignment for 40,000 contact center employees, enabling efficient customer service delivery with a 10% improvement to employee satisfaction • Successfully compressed an 18-month chat platform migration to 59 days, resulting in cost savings of more than $25 million and improving customer access to support channels.• Led a multi-year initiative to improve customer satisfaction in the buying experience, resulting in steady increases of +5%, +9%, and +6% in customer satisfaction over three years.

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