Ken Clifford Email & Phone Number

UKG delivers best-in-class SaaS HR and workforce management.- Oversaw global Call Center and Customer Support operations for 13,000 SaaS clients, managing a high-performing team of 9 direct reports and 200 indirect reports across multiple countries- Implemented a comprehensive AI solution that streamlined customer interactions, achieving a 25% decrease in call volume and case setup, thus improving productivity within the customer support team- Spearheaded the creation of a flexible workforce supporting 17 diverse roles, leading to operational efficiencies that generated annual labor cost savings of $1.5M- Implemented a successful offshoring strategy for critical functions to Noida, India, resulting in a 25% boost in overall operational efficiency and reduced overhead costs- Reduced the Average Speed of Answer (ASA) for incoming calls from 10 minutes to just 180 seconds, driving a 10% increase in customer satisfaction metrics

Alpharetta, Ga, Us

Leader in Information Technology and Services with 10,000 employees, providing data and advanced analytics to multiple industries in 170 countries.- Reporting to the CFO, Led the Center of Excellence, managing corporate-wide projects and initiatives, and led a team of Project Managers, Business Analysts, Data Scientists, and Technical Writers- Designed and executed a new project management framework that established KPIs and streamlined processes, achieving a 25% boost in on-time project completions- Reduced client onboarding time by 58%, resulting in $4M in annual savings- Led a rapid workforce expansion of the Customer Operations Call Center, increasing staff from 35 to 300 in one year, which played a critical role in a successful multi-million-dollar acquisition- Championed multi-year development and rollout of a new CRM across all Sales and Customer Operations, which led to a single platform for all customer information.

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Science - Bs, Professional Management