Devin Finlay work email
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Devin Finlay phone numbers
I am a results-driven Customer Care Executive with demonstrated success scaling global customer support operations, driving operational efficiencies, and increasing profitability across diverse industries. I bring a unique combination of expertise driving transformation across complex organizations through leadership, innovation, and a relentless focus on aligning customer-centric initiatives with overall business goals. I champion customer advocacy utilizing cloud-based platforms to enhance service delivery, and aligning customer-focused strategies with overarching business objectives to support sustained growth.Selected qualifications include:* Skilled in transforming customer experience programs, enhancing brand reputation and customer satisfaction through innovative engagement strategies and feedback-driven improvements* Leveraging expertise in developing and executing strategic outsourcing initiatives that optimize resource allocation, reduce operational costs, and scale global customer support functions* Adept at leading the integration of cutting-edge customer service technologies, leveraging cloud-based platforms and AI-powered tools to streamline operations and elevate service delivery across geographically dispersed teamsAreas if Expertise:Customer Support | Call Center Operations | Outsourcing | Customer Satisfaction | Performance Metrics | Executive Leadership | Cross-Functional Collaboration | Cloud-Based Platforms | Service Level Agreement (SLA) | Technology Integration | KPI Management | Data-Driven Insights | Process Improvement | Customer Advocacy | Automation | P&L Management | Team Development | Regulatory Compliance | AI-Powered Tools | Cost Reduction | Customer Journey Optimization | Workforce Management
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Senior Director Contact CenterWalmartAustin, Tx, Us -
Principal ConsultantTruenorth Advisory Group Jul 2018 - PresentServe as the Founder and lead consultant providing expert advisory services in contact center optimization, BPO strategy, and operational efficiency improvements for clients across a variety of industries. * Lead a successful RFI/RFP process for a state-wide utility contact center, overseeing the integration of IVR and CRM solutions to enhance customer engagement and service delivery* Partner with a major vacation rental organization to reengineer their BPO footprint, delivering a 30% reduction in operational costs while improving SLA attainment and customer experience* Drive operational and productivity gains for a SaaS client, implementing new processes and technologies that result in a 40% improvement in SLA attainment and a 20% boost in productivity -
MemberFractionals United 2024 - PresentFractionals United is the leading global community for Fractional Leaders. -
Director, Customer CareLaunchpad Home Group Sep 2023 - Oct 2024Austin, Texas, UsOversee and lead client care and customer operations across multiple acquisitions, with direct oversight of contact center strategy, technology implementation, and customer satisfaction initiatives.* Direct the design and execution of a new contact center platform, resulting in substantial reductions in operational costs and measurable improvements in customer satisfaction and service efficiency* Form and led a data-driven business analyst team to generate actionable insights that enhanced customer satisfaction metrics and operational performance* Spearhead the development of a centralization strategy post-acquisition, streamlining operations and fostering consistent service delivery across multiple regions and business units* Partner with marketing and sales teams to establish inside sales operations in key regions, contributing to enhanced market capture and customer engagement -
Head Of Bpo OperationsHotel Engine Feb 2023 - Sep 2023Denver, Colorado, UsArchitected the overarching strategy for BPO operations, ensuring the seamless execution of business objectives while improving service levels and operational efficiency.* Reengineered BPO partnerships, achieving full KPI compliance within 30 days of initiating a new operational strategy and elevating service-level performance across all partners* Designed and executed a strategic consolidation of multiple BPO providers into one, reducing complexity and operational costs without sacrificing service quality or customer experience* Developed and implemented a robust business continuity plan to ensure operational stability during high-growth phases, safeguarding customer satisfaction and supporting scalability* Worked closely with C-suite leadership to align BPO strategies with broader company goals, driving cost efficiencies and improving overall service delivery -
Customer Advisory Board MemberUniversity Of Houston Jul 2020 - Dec 2022Houston, Tx, UsSelected as an advisory board member for the Customer Experience Program's strategic direction. Currently working with faculty to reflect the current business landscape and tech industry trends in the program's curricula. -
Vice President, Customer SupportDarwin Homes - Property Management Mar 2022 - Oct 2022Austin, Texas, UsSpearheaded the customer support infrastructure for a fast-growing property management startup, focusing on creating scalable processes and shifting frontline support functions to a global outsourced model.* Led the development and implementation of a comprehensive BPO model for frontline support, significantly reducing labor costs while optimizing resource allocation and customer service quality* Established international support operations in Jamaica and the Philippines and drove operational scalability through the adoption of UJet as the CCaaS, improving customer communications and service delivery -
Director, Customer CareAmherst Holdings Jul 2018 - Feb 2022Austin, Texas, UsManaged a $7 million budget for customer service operations across four countries, enhancing the resident experience through innovative technology and process improvements.* Transitioned customer service to a 24/7 outsourced model, expanding operations across El Salvador, Belize, Costa Rica, and India, enabling the company to scale while maintaining service quality* Sponsored and led the integration of the Five9 platform and Community Cloud as part of a $1.5M technology investment to enhance resident engagement and streamline support processes.* Developed the Voice of the Customer (VoC) program, using data-driven insights to continually refine service delivery and close gaps in the customer journey -
Head Of Customer CareTurnkey Vacation Rentals Mar 2017 - Jul 2018Portland, Or, UsOversaw a $4M operating budget and led a team of 60 agents responsible for guest experience across 50 U.S. markets, achieving consistent growth and high satisfaction rates, demonstrated by a consistent Net Promoter Score (NPS) of 50.* Expanded operations into 10 new markets annually and established BPO operations to manage increasing call volume, ensuring consistent service delivery and operational performance across all markets* Successfully implemented the Five9 platform, improving communication and reducing friction between agents and guests, resulting in higher satisfaction ratings -
Director, Customer ServiceThe Honest Company Jul 2016 - Mar 2017Los Angeles, Ca, UsLed a team of 70 agents in the Austin-based customer service center, overseeing a $3.5M budget and improving service delivery for a subscription-based product model.* Transitioned telephony to the Five9 platform, enhancing operational continuity and customer service, and established performance metrics that stabilized service levels and improved efficiency* Partnered with a BPO provider to address staffing deficiencies, stabilize service levels, and create a solid disaster recovery plan for the e-commerce customer service model -
Director, Customer CareGrande Communications Networks Llc Oct 2012 - Jul 2016San Marcos, Tx, UsDirected customer care operations for a cable company servicing 160,000 customers in retail, commercial, and residential sectors. Managed a $7.5 million operating budget and oversaw a team of 120 customer care, inside sales, and account retention representatives.* Managed projects to improve overall customer experience and established a strong quality program focused on consistent performance, improved sales and retention, and operational excellence* Engaged a third-party quality team to establish a customer-centric baseline of quality and managed the outsource partnership to create business continuity and benchmarks for overall performance* Led Inside Sales and Retention teams to exceed performance goals each year and introduced a performance-based compensation plan to drive sales of high-margin products and services -
Director, OperationsConvergys Jun 2008 - Oct 2012Directed all aspects of call center operations for a 622 seat, multi-client site serving DIRECTV, AT&T Mobility, EyeMed, and OnStar. Accountable for all operational and financial metrics, including full administration of a $45 million annual P&L.* Managed direct client relationships with a focus on consistency and performance to deliver best-in-class customer support* Successfully turning around multiple underperforming call centers and improved performance through the development and management of critical performance metrics to regain profitability* Built and managed high-performance cross-functional teams across multiple sites
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Senior Manager, OperationsConvergys Feb 2007 - Jul 2008Reported to the Director of Operations and led a team of 13 Operations Managers. Drove customer support initiatives for a portfolio of Tier 1 accounts, including DIRECTV, United Health Group, The Home Depot, and Pfizer.* Supported organizational growth from 200 employees to 1200 employees through hiring, onboarding, training, and mentoring call center managers and associates* Served as the operational point of contact for clients and partnered with internal teams to identify and execute on continuous process improvements* Led succession planning and professional development to drive performance, engagement, and employee retention
Devin Finlay Skills
Devin Finlay Education Details
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Algonquin College Of Applied Arts And TechnologyHuman Resources
Frequently Asked Questions about Devin Finlay
What company does Devin Finlay work for?
Devin Finlay works for Walmart
What is Devin Finlay's role at the current company?
Devin Finlay's current role is Senior Director Contact Center.
What is Devin Finlay's email address?
Devin Finlay's email address is de****@****hoo.com
What is Devin Finlay's direct phone number?
Devin Finlay's direct phone number is +151295*****
What schools did Devin Finlay attend?
Devin Finlay attended Algonquin College Of Applied Arts And Technology.
What skills is Devin Finlay known for?
Devin Finlay has skills like Call Centers, Performance Management, Leadership, Management, Vendor Management, Training, Outsourcing, Coaching, Customer Experience, Team Leadership, Contact Centers, Call Center.
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