Greg Wixted Email & Phone Number

Oswego, Il, Us

United States

Romeoville, Illinois, United States

Chicago, Illinois, United States

Responsible for overseeing all operations of a remote contact center and fostering an environment of service excellence across all CX channels. Accountable for performance within the Americas region across voice and digital channels including live chat, e-mail, SMS, WhatsApp, social media, and user reviews.Lead remote teams consisting of 3-6 Customer Care Supervisors and indirect oversight of 75-200 Customer Care Experts, composed of both internal Dyson associates as well as contracted vendor resources. Identify development areas for each supervisor and ensure they have a meaningful development plan in place. Engage in regular 1:1 discussions with each supervisor to review their successes and developmental opportunities; advise, coach and support as necessary. Support growth of Direct to Consumer, including sales contribution and related service components. Work closely with the Sales Optimization Manager for alignment of gross sales, finished goods and gross margin targets and build plans to achieve results. Partner with BPO leadership as required to achieve desired performance from third-party resources in alignment with contracted SLAs and KPIs. Partner as appropriate with other internal departments such as e-commerce, marketing, loyalty, merchandising, and quality to enhance owner experience. Drive all strategic and operational activities through to successful completion, ensuring short term and long term resourcing needs are met; creating contingency plans to minimize any negative impacted to the day-to-day productivity and effectiveness of the contact center. Build weekly and monthly analyses of performance vs targets for presentation to wider team and market stakeholders. Drive talent management activities at all levels of the contact center team. Consistently manage departmental costs To drive favorable financial results for profitable operation. Identify change initiatives to support successful productivity levels and quality customer service.

Chicago, Illinois, United States

Support and inspire a high sales/conversion culture. Maximizing on warm sales opportunities and introducing right fit technology through high conversion practices. Deliver process, policy and resource improvement projects that provide significant improvement to overall experience of end users, both internal and external. Continue to foster strong partnerships cross functionally to drive the market/business forward. Manage Customer Care teams across all channels, maintaining strong performance, improved retention and strategic leveraging of resources and technology while staying within budget month over month. Provide iconic service throughout Canadian market, with strong improvement in NPS and Care+ KPIs and fostering continued loyalty in the Dyson Brand.

Chicago, Illinois, United States

Account management and resolution of escalated customer concerns, sharing feedback regarding each interaction where possible and appropriate. Available to team whenever possible within shift to head off escalations where possible by assisting the agent in the moment. Oversee several high sensitivity customer-facing inboxes to ensure resolution of complaints. Assist with contact center shift bid and voice team forecasting.

Chicago, Illinois, United States

Respond to customer inquiries via Email and Live chat, work to resolve issues. Respond to reviews on various retailer websites including Dyson.com and Amazon.com. Monitor Social Media accounts for Dyson with a general response time in line with KPI goals for the organization. Special project work inducing mass email notifications, data analysis, report preparation, and template generation. Assist with onboarding and training of new hires. Calibrate with representatives where QA is needed. Assisting with WFM tasks Cush as fulfilling vacation requests, generating potential shift bid schedules, and adherence reporting.

Chicago, Illinois, United States

Respond to customer phone calls, first line of deescalation and support for customer. Perform mechanical diagnostics on telephone to verify working condition and warranty eligibility. Schedule repair process for qualified customers. Arrange returns for machines to warehouse when applicable.

Aurora, Illinois, United States

Provide security to customer premises. Control access to secure areas. Provide hourly security reports. Provide transportation for Dyson contact center personnel from local Metra station. Verify driver bill of lading and seal numbers match before allowing entry to, or exit from, Menards Distribution Center.

Yorkville, Illinois, United States

Prepare weekly and monthly sales activities. Prepare and deposit funds daily. Manage store team. Create Sales Plan for store and coach on upselling items as applicable. Create and assign schedule for staff to meet customer arrival patterns.

Yorkville, Illinois, United States

Set up displays. Receive and inventory stock. Cashier. Assist customers in purchasing correct parts for their need.