Kim Koeller Email & Phone Number

Chicago, Il, Us

Leads worldwide consulting practice focused on strategic consulting, process mining, interaction intelligence and delivery excellence for cross industry clients. Drives client value propositions, thought leadership, offering development, talent management and revenue growth to accelerate the delivery of the orchestrated customer experience.Collaborates with multinational enterprises, governmental organizations and vendor partners on transformation blueprints, strategic roadmaps and capability assessments including people, process and technology. Manages and mentors diverse business and technology project teams to design and execute market-leading client solutions encompassing AI-enabled process intelligence, GenAI and emerging capabilities across front and back-office client operations.Delivers strategic client outcomes by addressing innovation, optimization and transformation opportunities including intelligent automation, conversational AI, customer engagement, Contact Center as a Service (CCaaS), omni-channel capabilities and operational improvements. Identifies market trends, assists in evaluating emerging technologies and participates as guest speaker at industry webinars and conferences.

Chicago

Managed cross-organizational client teams in Canada, Ireland, Israel, Italy, New Zealand, UK and US to deliver strategic project results for customer engagement, contact center, supplier management and new product launch initiatives. Advised and partnered with cross-industry clients worldwide including early stage companies, Fortune 500 corporations and vendors. Managed various design and launch projects focused on customer experience, telephony, Apple and Android mobile apps, data analytics, digital assets, cloud-based technologies and social media. Conducted quality certification assessments to ensure compliance with customer safety, manufacturing and supply chain practices. Guest speaker and panelist at industry conferences and educational seminars on customer innovation, project management, product safety and women in international business.

Chicago

Launched company to foster worldwide social change, improve quality of life and empower those managing celiac disease, gluten free lifestyles and food allergies to safely eat out and travel. Authored and created multi-award winning Let's Eat Out Around the World Gluten Free and Allergy Free series of innovative Apple / Android mobile apps, first-ever foreign language translation tools, ebooks and print books (4th ed. New York, NY: Demos Health) purchased in 60-plus countries. Consulted with clients on customer experience, food safety, labeling regulations, food handling training, product launches and digital content creation for consumer packaged goods, health, hospitality, media, governmental agencies and non-profit organizations worldwide. Keynote and guest speaker at industry and consumer conferences focused on health and travel in Australia, Canada, New Zealand, UK and US. Recognized trailblazer and subject matter expert featured in press, radio and TV such as: National Geographic Traveler, Wall Street Journal, Conde Nast, USA Today, Restaurants & Institutions and NBC TV.

Led customer delivery excellence practice and strategic global technology alliance driving worldwide revenue growth, thought leadership, asset development, benchmarking research, talent management and operating budgets. Delivered complex multi-million dollar business and technology transformation initiatives managing global client and vendor teams from business development and strategy to execution and rollout. Partnered with cross-industry Fortune 50 enterprise clients to federal and local government across geographies, business functions, people, technologies and sourcing environments. Managed multiple innovation projects focused on contact centers, customer engagement, process improvement, M&A integration and business expansion supported by telephony and digital channels such as web chat, web co-browsing and speech-enabled IVR self service. Created vision and managed first-of-its-kind proof of concept integrating 8 customer experience technology vendors to demonstrate the art of the possible with cross-channel capabilities in collaboration with Technology R&D Labs. Keynote, guest speaker and panelist educating audiences on best practices, client successes and transformation at industry and vendor conferences in 20-plus countries including SpeechTEK, Gartner, Yankee Group, E-Commerce, Internet World, Verint, Oracle and Microsoft.

Launched call / contact center competency practice team from vision, market analysis and benchmarking research to portfolio growth and go-to-market offerings.Led cross-industry contact center projects from strategic planning through deployment for clients focused on transformation, consolidation and optimization in Australia, Brazil, Canada, France, Germany, Italy, Switzerland, UK and US. Managed cross-functional business and technology teams to deliver multiple first-to-market integrated solutions supporting customer sales / service capabilities. Designed and implemented ACD, CTI, IVR, outbound dialing, WFM, web self service and CRM desktop technologies in single, multi-site and outsourced environments. Responsible for contact center related business development, proposal management, budget, training and vendor alliances. Educated global firm-wide resources through creation of thought leadership, whitepapers, reusable knowledge assets, vendor relationships and quality assurance initiatives.National and international guest speaker on customer service, disruptive technologies and client successes at contact center and vendor industry conferences such as Oracle, Faulkner, ICSA, ICMI and Customer Management Expos.

Masters Of Business Administration / International Management

Bachelor Of Arts (B.A.), French Language And Business Management

Immersive Year France Study Abroad Program