Barb Gould Email & Phone Number

With over 25 years of operational leadership experience, I’ve spent my career driving transformative change and driving teams to achieve remarkable outcomes in global contact centers. My strengths lie within inspiring and enabling teams to reach unprecedented levels of success, whether it’s through scaling customer support operations during mergers, spearheading global quality initiatives, or fostering a culture of employee engagement, transparency, and accountability.I thrive on solving challenging problems that have been historical barriers to success and I’m driven by a competitive spirit and a strategic growth mindset. I love to identify the root cause of what’s holding a contact center back from achieving their goals and implementing the best-fit solutions to drive efficiency, quality, and scalability.I balance my strategic work with a people-centered, servant leadership style that builds trust and performance across teams. Teams I coach and lead consistently deliver exceptional results, are more engaged, and are motivated to stay with the company longer. CORE SKILLSContact Center Operations • Motivational Leadership • Team Development • Vendor Management • Performance Improvement • Process Design & Implementation • Global Customer Support Optimization • Data-Focused Strategy • Business Process Outsourcing • Customer Success KEY CAREER WINS• Strategic Scaling of Customer Operations During Merger at Tebra: Led integration efforts between Kareo and PatientPop, aligning diverse teams and job profiles to achieve seamless operations.• Cultural Transformation and Performance Improvement at Experian: Implemented a performance-based model, significantly boosting employee and customer satisfaction.• Outperforming Competitors and Achieving Top Client Rankings at STARTEK: Elevated client rankings from #25 to #3, generating a $9M contract through exceptional performance. Winning new business as a result of proven performance• Improved Efficiency and Customer Service at Tebra:Implemented technology enhancements and process improvements, reducing backlog, and improving quality standards. I’m passionate about leveraging my expertise, learning from others, and continuously improving. Let’s connect and share best practices, opportunities, thought leadership

Listed skills include Employee Training, Performance Management, Training, Call Centers, and 31 others.

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  Maryville University Of Saint Louis

  Psychology/Sociology