Bill Hackett Email & Phone Number

Nashville, Tn, Us

Responsible for contact center strategy and operations across multiple sites, remote work force and BPO provider. Relentless pursuit of reducing customer effort, sales growth and performance, omni-channel optimization and digital transformation.Key Strategic and Operational Focus Areas:Sales growth and lead generationDigital Channel Integration: Social Media/Chat/Email Optimization and SupportBPO Management: Strategy/OperationsCapabilities assessmentCross functional partnershipPerformance managementWorkforce optimizationCustomer experienceOperational executionBudget: Fiscal disciplineEmployee development and retention

Nashville, Tn, Us

Oversee contact center operations across multiple sites, internal, BPO provider and remote workforce. Create framework and strategies across omni-channel to reduce customer friction through ingestion of technology solutions, reducing business process opportunities and increasing first contact resolution. Drive sales growth through lead generation strategies and recapture initiatives. Key Strategic and Operational Focus Areas:Assess and integrate value add technology solutionsLead digital transformationOptimize omni-channel capabilitiesIntegrate business strategies to reduce customer churnEnrich employee development platform

Midvale, Utah, Us

Responsible for contact center operations across multiple sites. Develop and implement strategic initiatives, aligning cross functional departments to drive interconnected objectives. Assess and define technology capabilities opportunities, recommend customer and associate facing tools to reduce friction. Develop operations model focused on optimizing the customer experience through execution strategies; employee scorecards, leadership development, customer journey mapping, operational initiatives cadence, customer support structure.*1000 Plus Employees*4 Contact Centers*Omni Channel Support*Work at Home/Virtual Strategy*Quality/Customer Experience Analytics Focus*Calls Per Order Reduction

Philadelphia, Pa, Us

Responsible for national customer service quality, coaching and performance management programs and tools, ensuring that those programs support the broader business objectives and goals, and are consistent with providing the best possible employee and customer experience. • NICE Performance Management implementation; Interfaced directly with vendor to construct financial model, aligned division leadership to support multifaced deployment across the enterprise.• Assessment of employee and customer facing tools, impact to user experience, financial discipline.• Manage 3rd Party Quality Assessment Vendor; Contract, SOW, Performance audit. Instrumental in Quality Assurance RFP process, aligning key stakeholders to build framework, create content, scorecard and evaluation process.• Behavior Based Quality Platform; Benchmarked BIC programs, constructed framework, aligned senior leadership, deployed multisite pilot and managed consultant team.• Partnered with Queue Leads and Division Leadership to plan, develop and implement management strategy to respond to customer needs and market demands.

Atlanta, Georgia, Us

Responsible for the Home Depot contact centers across all lines of business under the Online umbrella including HD.com, Home Decorators Collection and Your Other Warehouse. Primary objectives; aligning the contact centers with internal business units, online merchants, marketing, digitial content, shipping/fulfillment, etc., identifying and implementing capabilities to improve the customer experience while reducing cost, create strong customer centric culture and increase sales results

Vice President of Operations responsible for the Best Buy Account.- Multiple inbound sales and customer care programs- Employee base ranges from 1100 - 2000 - Four call centers - Houston, TX./Joplin,MO/Panama City, Panama/Sarnia, Ontario Canada-Parternship approaching six years

Accountable for working directly with Bestbuy ECC leadership to establish strategic initiatives to enhance short and long term performance and growth. Responsible for the achievement of performance metrics (service levels, handle times, net sales or sales per hour and quality) data analysis and program profit and loss of the program over multiple locations.

Digital Executive Program

Bs, Journalism/Communications