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SENIOR LEADER & CUSTOMER CARE CHAMPION:For over 15 years, I have driven operational excellence, revenue growth, and team transformation by adopting a strategic listen-learn-lead approach in every role. I prioritize listening to the invaluable insights of customers, teams, and stakeholders, using this feedback to implement innovative processes that drive measurable results.The impact? High-performing departments that consistently deliver memorable customer experiences and generate millions in revenue contribution.My greatest achievement, however, lies in developing the next generation of leaders. I have mentored numerous talented professionals, guiding many to leadership positions by encouraging them to step beyond their comfort zones, harness their unique strengths, and achieve significant personal and professional growth.I'm a strategic leader, a trusted business partner, a turnaround champion, but most importantly... I'm a customer advocate.SELECT LEADERSHIP COMPETENCIES:Customer Care Transformation | 360 Change Management | Project Management | Support & Service Operations | Team Development & Mentoring | Execution Compliance | Voice of the Customer | BPO Management | P & L Management | KPI Ownership | Managing the UnforeseenASSESSMENTS:Meyers-Briggs: INFJ - AdvocateStandOut: Teacher | CreatorStrengthsFinder: Discipline | Deliberative | Focus | Analytical | Achiever
N74 Group, Llc
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Fractional ConsultantN74 Group, Llc Dec 2022 - PresentProviding executive-level guidance, strategic direction and comprehensive project management to clients, focusing on optimizing customer experience, and driving ROI gains through the successful implementation of innovative initiatives.
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Vp, Customer CareParallel Nov 2019 - Nov 2022Atlanta, Ga, UsJoined this start-up to reshape, scale and mentor the customer care team operating in a complex and highly regulated marketplace. My team of more than 60 helped secure numerous achievements for Parallel, including:• Doubling revenue through improving the department's objectives, accountability, and clarity.• Accommodating 5 distinct brands by scaling customer service without increasing headcount.• Promoting a conversational customer care culture, leading to a positive shift for team members and customers alike.• Reorganized team to allow scalability and promote efficiencies, reducing operating costs by 40%• Unified operations through implementing a new CX platform reducing contact volume by 60%. -
Assistant Vice President | Customer Experience Center OperationsDress Barn 2009 - 2019Houston, Tx, UsIn my final position with Dressbarn, I was hand-selected by executive leadership to build an enterprise customer experience department from ground zero and modernize operations to support rapid M&A growth. Met that challenge, bringing to life a customer-first service model that was revenue generating, inspired accountability and delivered memorable, connected experiences. Additional achievements in this role included:• Brought the customer voice to our company town hall meetings by spearheading a "leaders listen" program. This allowed our senior leaders to better connect directly with customers.• Played a key role in my team ranking in the top 1% of the company for employee engagement (eNPS).• Mentored dozens of associates, helping many of them secure promotions into leadership roles. -
Director | Customer Support & Solutions DeliveryDress Barn 2005 - 2009Houston, Tx, UsIn this role, I orchestrated and executed solutions and services to improve our customer culture, customer experience, and store support for several of our brands. As with many of my other positions, I guided my team to better understand customer-facing technology while managing a range of projects.Highlights in this role included:• Influenced hearts and minds as a culture change leader on the M&A integration team.• Developed and presented strategies to senior leadership.• Unified disparate project management practices.• Fostered an innovative and inclusive work environment
Keith Montgomery Skills
Keith Montgomery Education Details
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Suny Empire State College
Frequently Asked Questions about Keith Montgomery
What company does Keith Montgomery work for?
Keith Montgomery works for N74 Group, Llc
What is Keith Montgomery's role at the current company?
Keith Montgomery's current role is Vice President, Customer Experience | Customer Service | Performance Improvement | Servant Leader | Continuously focused on improving the customer experience.
What is Keith Montgomery's email address?
Keith Montgomery's email address is ke****@****ing.com
What is Keith Montgomery's direct phone number?
Keith Montgomery's direct phone number is +184536*****
What schools did Keith Montgomery attend?
Keith Montgomery attended Suny Empire State College.
What skills is Keith Montgomery known for?
Keith Montgomery has skills like Retail, Customer Service, Leadership, Team Building, Management, Project Management, Multi Store Operations, Retail Technology, Budgets, Business Strategy, Customer Experience, Cross Functional Team Leadership.
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