Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. Responsible for the support and services providing SaaS-based Sale & Use Tax solutions in both dedicated and multi-tenant environments. Established and led our business process outsourcing (BPO) services partnership. Also, lead the Small Firms support for Tax & Account software in both desktop and cloud environments. Hired to lead a transformation in customer experience and culture, accountable for a team of over 300+ customer and technical support professionals.Buildout of our Virtual Center of Excellence to enable collaboration between support, professional services, and product development on complex customer issues

Sage manages accounting, HR, payroll, payments, assets, construction, real estate, and enterprise systems. They travel with business builders wherever they’re needed—in the cloud, on-premise, or both—offering the freedom to work with mobility. Our solutions fit the needs of startup, scale-up, and enterprise companiesBe the primary, trusted source of customer experience insight for Executive Committee, Product Management, Product Marketing, Marketing and SalesEstablish a team with clear accountability that defines standards and delivers utility services to drive standards and best practices embodying the hearts and minds of our customers across CX and Customer Services, and is held accountable for the business value that CX creates.Define customer relationships and experience, establishing a common language, culture, and consistent standards.Listen to customers through Net Promoter Surveys, analyze the findings, and develop and execute an action plan on those findings while carefully tracking results.Function as an internal consultant to product management, product marketing, and executives to provide insight relative to customer experience

Analysis and developments the strategy for the business. Partners with other departmental leaders to achieve a holistic approach in improving the customer experience. Directs employees, through subordinate levels of management. Determines appropriate metrics and key performance indicators. Responsible for suggesting and implementing methods to improve area operations, efficiency and service to both internal and external customers. Prepares organizational development tactics for succession planning and development. Responsible to recommend improvements to communications network between customers and customer service. This would be in conjunction with Sales support input and customer feedback. Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Provide direction and guidance to all Contact Center functions. Contributes to the development of new concepts, techniques, and standards. Develop solutions to complex problems that require the regular use of ingenuity and innovation. Develop and maintain P&L. Implement and execute using Information Technology Infrastructure Library (ITIL) best practices.Direct the daily operation, staff with over (100) agents and (250) Field Service Technicians in a 24/7 production environmentConsolidated 8 separate support centers into one location located in our corporate headquarters Developed processes and procedures to ensure the lifecycles of our services are delivered consistently throughout the organizationAbility to provide troubleshooting and assist with solutions to users of multiple levels of technical understandingSolid ability to manage multiple high-profile incidents, and work with a team of engineers to resolve unplanned issues promptlyEstablished a network of contacts, conducted site visits, and worked to understand the challenges of the Call Center teams; provided these challenges to the technical team to determine solutionsOrganized all change management activities for production changes Working directly with Senior Management along with our customers to advance our services