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.
• 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• Designed and launched an AI-driven, on-demand agent assist tool that replaced outdated Knowledge Management Systems (KMS), improving real-time access to information and enhancing customer interactions.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.
• 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.
• 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.
• 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