CX & BPO professional with 20 years experience planning, implementing, and managing customer success strategies.I partner with senior business leaders to analyze current customer engagement strategy, implement omni-channel engagement solutions, leverage call center data to guide business operations and drive measurable improvements in customer loyalty and spend. I provide hands-on oversight of BPO operations, getting in the weeds with technology and processes as needed to solve problems and ensure that contact center delivery meets and exceeds client expectations.Areas of Focus: Omni-Channel Engagement, CRM Integration, VOC, Digital Marketing, Phone Conversion, Retention/Save Strategy, CX Transformation. Skills: P&L Management, People Management, Contact Center Tools & Technologies, Project Management, Workforce Planning, Contract Negotiation and Renewals, RFP Response, Client Proposals, White Papers, Case Studies, Quarterly Business Reviews.Industries: Retail, Telecommunications, Financial Services, HealthcareGeographic Experience: US, Canada, Near-Shore, Off-shore, LATAM.