Andrew Hill Email & Phone Number

Sandy, Ut, Us

Leading strategic initiatives that seamlessly merge technology, operations, and a human-first approach to elevate both customer and employee experiences at ClearSource BPO. My focus is on leveraging AI to create meaningful, measurable improvements across the business, which include:• Implemented an AI-powered simulation coaching platform that reduced agent time-to-proficiency by 25%, enabling faster adaptation and improved performance across new hires and production teams.• Designed and launched an AI-driven, on-demand agent assist tool that replaced outdated Knowledge Management Systems (KMS), improving real-time access to information and enhancing customer interactions.• Led the automation of quality management and conversation audits through AI, reducing operational costs by 20%, while increasing accuracy and consistency in compliance and performance evaluations.• Developed an AI-powered Applicant Tracking System that automates resume screening and video interviews, resulting in same-day hiring and reducing time-to-hire by streamlining the recruitment process.

Lehi, Utah, Us

Spearheaded operations, including product development, for a SaaS platform that transforms real-time customer journey data into actionable insights for marketing, product, and contact center teams. My role focused on aligning technology with strategic growth, improving customer engagement, and driving innovation across our business.• Increased existing client revenue by 32% year-over-year by optimizing the end-to-end customer experience, from platform implementation and adoption to engagement, retention, and account expansion.• Developed and executed a product strategy and roadmap based on customer needs and industry trends, ensuring alignment with Lucency's long-term vision and market goals.• Co-inventor of multiple patents that integrate online customer journey data with phone, SMS, video, and chat communication channels for marketing and contact centers.• Led a 20-member engineering team (onshore and offshore), overseeing software development, data engineering, and front- and back-end development to deliver cutting-edge solutions.

South Jordan, Utah, Us

Oversaw operations across sales, partner relationships, product development, software engineering, and customer support, managing contact centers that handled 5.4M customer interactions annually.• Created a software platform to capture and deliver online customer journey data and insights to contact centers, which was later spun off as a standalone SaaS offering.• Drove a 193% increase in contact center sales, boosted revenue by 226%, and improved conversion rates by 54%, while also reducing average handle time by 17%.• Managed onshore and offshore product, engineering, and development teams responsible for all contact center tools, including marketing attribution, CRM, support ticketing, telephony, and learning management systems.• Expanded contact center operations from a single location to 9 locations across 7 countries, growing the team to over 1,500 agents.

Monroe, La, Us

Led the strategic and tactical management of a contact center handling over 100K inbound calls monthly, achieving sales, service, and quality goals. Focused on optimizing recruiting, staffing models, P&L management, and call routing while directing all policies and ensuring top-tier performance.• Increased sales conversion rates by 30% while simultaneously improving agent quality scores and boosting Net Promoter Scores (NPS).• Designed and implemented Net Promoter Score (NPS) strategies to drive customer satisfaction and loyalty, enhancing overall customer experience.

Salt Lake City, Utah, Us

Oversaw the overall operations for multi-channel contact centers, managing product and development teams responsible for all custom call center applications. Focused on driving innovation, compliance, and growth across the business.• Increased overall sales by 225% while managing $15M P&L, ensuring sustained growth and financial stability.• Decreased cost per new client acquisition by 30%, resulting in $3.7M in annual savings through process optimization and targeted strategies.• Tested and implemented three new market segments, which evolved into separate business units or verticals, delivering significant ROI.• Reduced Federal and State Bar compliance issues by designing a comprehensive quality assurance program and developing a dynamic sales script for agents to enhance performance and ensure regulatory adherence.

Mba, Marketing And Entrepenuership Emphasis

Ba, Chinese And International Studies