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With 20+ years of experience as a contact center operations & technology-focused leader, I have been involved in project management & performance acceleration, utilizing process improvements & innovative technology solutions to build efficient organizational structures, drive customer satisfaction, & accelerate revenue. I am well versed in customer support, satisfaction, & quality efforts that have enhanced global team development across various organizations. It is my passion to exceed organizational goals while optimizing processes & influencing CCaaS platform design/administration.Key Achievements Include: ✅ Led contact center operations including building and managing high-quality teams to optimize efficiency, strengthen employee morale, and drive the company in a forward-moving trajectory within a competitive industry✅ Spearheaded migration into a single dialer platform, consolidating 150K phone numbers from NICE CXOne and RingCentral into Five9, leading to increased dialing efficiency and a cost savings of $50K a month✅ Implemented a new scalable architecture on the call center technology to allow for the growth from 400 to 1800 employees by the end of 2021✅ Designed a series of IVR templates and call-routing methodology, reducing development time by 30% and decreasing the implementation time of onboarding new customers✅ Recruited and managed a team of 12 in a brand-new organization, teaching workforce management disciplines and building the entire program from the ground up while focusing on placing talent in the most meaningful positions, creating a superior team to drive excellence in contact center operations and workforce managementContact me through this profile if you wish to connect.
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Senior Principal, Client DeliverySlalomLavonia, Ga, Us
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Principal ConsultantSlalom Sep 2022 - PresentSeattle, Wa, Us• Developed and introduced new product offerings, including "Jump Start to Contact Center Modernization" and "Precision Outbound Dialing," contributing to revenue growth for the organization• Cultivated key relationships with 15 crucial partners, including CCaaS vendors, workforce optimization vendors, and partners specializing in optimizing outbound dialing, fostering strategic partnerships and opportunities for the organization• Demonstrated expertise in GenAI technology, leveraging advanced capabilities such as Virtual Agent, Agent Assist, interaction transcription and summarization, real-time customer sentiment analysis, and automated quality management and call scoring• Led and managed consulting projects with clients, focusing on modernizing contact center technology and enhancing customer engagement• Collaborated with clients to identify opportunities for upgrading and migrating to CCaaS (Contact Center as a Service) platforms, introducing new channels (chat, chatbot/chat GPT, Digital Channels), and implementing cutting-edge technology• Worked on the implementation and enhancement of Workforce Optimization technology, including optimizing outbound dialing strategies• Assisted clients in the implementation of Salesforce Service Cloud and Salesforce Service Cloud Voice, improving their customer service and support capabilities• Deployed knowledge management platforms to streamline customer service processes and empower agents with relevant information
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Director Of Contact Center TechnologyHealth Iq May 2020 - Sep 2022Mountain View, Ca, Us• Collaborated with the Executive Leadership Team, forging strong relationships and providing consultation and comprehensive plans to meet company objectives and exceed desired revenue goals• Spearheaded migration into a single dialer platform, consolidating 150K phone numbers from NICE CXOne and RingCentral into Five9, leading to increased dialing efficiency and a cost savings of $50K a month• Implemented a new scalable architecture on the call center technology to allow for the growth from 400 to 1800 employees by the end of 2021• Developed a dynamic technology to rotate through outbound ANIs, dramatically increasing contact rates and significantly increasing revenue• Responsible for 5 direct reports, the entire telecom infrastructure, outbound campaigns, and the telecom budget, demonstrating the ability to manage multi-faceted duties in a fast-paced environment expertly• Leveraged process improvements and configuration changes of outbound dialing campaigns, increasing outbound dialing by 12%• Led efforts to enhance call flow by implementing web service integrations to related CRM platforms, increasing first-call resolution, and improving reporting accuracy while strengthening overall operational efficiency• Created and launched an innovative employee training curriculum, standardizing the new hire and onboarding process, increasing the number of engineers from 1 to 5, and producing a high-performing team striving to exceed company standards and objectives -
Platform Engineer And Program Manager (Enterprise Professional Services)Five9 Jul 2015 - May 2020San Ramon, Ca, Us• Delivered technology products and solutions for 75+ enterprise customers, utilizing expertise to optimize the customer experience • Instrumental in cross-selling additional products and services to customers, increasing the company’s overall profitability • Designed a series of IVR templates and call-routing methodology, reducing development time by 30% and decreasing the implementation time of onboarding new customers• Consistently communicated with customers, focusing on understanding complications with their legacy environments and developing one-of-a-kind solutions for each customer’s specific needs, significantly enhancing the customer experience • Created and delivered valuable paperwork, including time and materials estimates, SOWs, project plans, call flow diagrams, and taxonomy guides, ensuring the completion of required project artifacts -
Manager Of Workforce ManagementFarmers Insurance Jul 2014 - Jul 2015Woodland Hills, Ca, Us• Recruited and managed a team of 12 in a brand-new organization, teaching workforce management disciplines and building the entire program from the ground up while focusing on placing talent in the most meaningful positions, creating a superior team to drive excellence in contact center operations and workforce management• Developed and implemented a workforce management program that included long-term forecasts, hiring strategies, short-term forecasts, schedules, real-time intraday management, historical reporting, and KPI reviews, improving overall company operations• Partnered with COO, communicating data from the workforce management team while offering dynamic solutions to improve operational efficiencies and reduce staffing requirements • Implemented processes and tools (in place of capital investment in technology) to generate data for daily, weekly, and monthly scorecards, maximizing the alignment of projects and initiatives, enhancing strategy communication and execution -
Manager Of Customer Support OperationsVertafore Apr 2011 - Jul 2014Denver, Co, Us• Oversaw a team of 7, designing and implementing a national resource planning program for customer support teams across 6 locations• Customized the CRM to expose customer survey data, gathering specific information related to the customer and facilitating the tracking of data, enabling the manager to call any customer reporting negative experiences and offer positive solutions, improving efficiency, reducing inbound calls to customer support, and achieving customer growth • Hired and developed 2 trainers to build a custom employee training program, including the curriculum on 26 products, ensuring high-quality employees while driving efficiency and productivity • Developed quality assurance program with 2 additional FTEs to provide ongoing feedback to employees, resulting in measurable improvement on customer satisfaction and NPS• Leveraged talent to design and develop data mart environment for customer support, resulting in automated daily/monthly reporting package and scorecards• Drove extensive process improvements, collaborating with C-level leadership to transform the organization from online case-based to inbound calls and chats, supporting customer growth while minimizing headcount in customer support -
Manager Of Voice SolutionsExpedia, Inc. Jun 2007 - Apr 2011Seattle, Wa, Us• Served as a liaison between business owners and the IT department to facilitate changes with the telecom platform, improving efficiency and increasing customer satisfaction • Designed and launched a database to store 12K inbound phone numbers to dynamically assign call flow and marketing/reporting attributes, enabling the business users to control telephone number inventory and update call routing without engaging IT resources, generating significant cost savings• Provided troubleshooting for telephony and call routing issues, working directly with the customer command center and IT telecom to resolve problems quickly and efficiently, striving to exceed customer expectations
Eric Petty Skills
Eric Petty Education Details
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Western Governors UniversityComputer Software Engineering -
College Of Southern Nevada High SchoolGeneral
Frequently Asked Questions about Eric Petty
What company does Eric Petty work for?
Eric Petty works for Slalom
What is Eric Petty's role at the current company?
Eric Petty's current role is Senior Principal, Client Delivery.
What is Eric Petty's email address?
Eric Petty's email address is er****@****ve9.com
What is Eric Petty's direct phone number?
Eric Petty's direct phone number is (800) 553*****
What schools did Eric Petty attend?
Eric Petty attended Western Governors University, College Of Southern Nevada High School.
What skills is Eric Petty known for?
Eric Petty has skills like Call Centers, Process Improvement, Telecommunications, Management, Call Center, Workforce Management, Enterprise Software, Leadership, Contact Centers, Outsourcing, Software Documentation, Business Process Improvement.
Who are Eric Petty's colleagues?
Eric Petty's colleagues are Yen Diep, Christina Carlson, Vladimir Starinskiy, Katie Kasabian, Lawrence Ficek, Rolake Olonisakin, Aaron Hines.
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