Kevin Reeves Email & Phone Number

Menlo Park, Ca, Us

• Manage an extensive book of diverse customers and responsible for ~$25+M of Annual Contract Value / $60+M of Total Contract Value.• Core Business Objectives: Drive Net Promoter Score, Deliver Increased Revenue through Renewals, Build Strategic Plans with a collaborative effort for Customer Success.• Key Customer Focus: Feature Adoption, Value Realization, Engagement and Risk Management.• Collaborate with senior leadership, including C Level - aligning on customer strategy, support and growth• Work with Genesys’ top performing Account Executives to prioritize opportunities, apply resources and close bookings• Possess strong ability to manage tough conversations in a professional and solution oriented manner• Perform success planning activities for onboarded clients to ensure alignment in “Customer / Genesys” partnership• Plan and Conduct executive business reviews with both customer and Genesys senior management• Advocate internally at Genesys to lead initiatives that drive additional value for our customers and improve existing processes • Excellent communication skills: internal/external stakeholders, engineers, developers and all levels of management

After 25 years with IHG, I took some time off to see what this "life" thing is all about and to be deliberate about the next steps in my professional life. During this time, I spent time with my family on their farm, enjoyed fantastic skiing more than 60 days, spent time giving back to a neighbor in a nursing care facility, traveled to Europe and helped friends & loved ones move both physically and emotionally.I'm curious, bright, energetic and have tons of experience helping people be their best!

Windsor, Berkshire, Gb

• Proven Problem solver and generator of new strategic solutions • Interpreted data from tools, stakeholders and customers in conjunction with Customer Experience Optimization, Sales and Service Directors and D&V Planning, Analytics and Insights teams for the purpose of enhancing the customer and agent experience and identifying root cause and drivers for metrics. Manage necessary improvements, and adapt systems and processes accordingly• Coached and developed team members; hire, fire, assess, discipline, document performance, recommend salary and classifications changes. Acted as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems.• Integrated Product Support Management for a Virtual Assistant for knowledge management for the commercial web site, expedited IVR Routing and Recording Updates, administered Gamification Management Program and maximized Web Content Filtering.• Led the product performance team to protect revenue through system stability & quick issue resolution.• Promoted efficiency by minimizing work arounds and prioritizing work most impactful to commercial results.• Managed system security user access for new hires, role changes, terminations as well as quarterly audits.• Responsible for conducting Business Acceptance Testing (BAT), created and implemented User Accepting Test (UAT) Plans, and managed pilot or beta test for all existing systems and new systems.• Ensured systems were performing effectively & efficiently by documenting and reporting any concerns via the appropriate process to Global Technology and/or CSE.• Prioritized defects & releases using established prioritization schema with full representative client input. Facilitated the role of a single point of contact for communicating scheduling and ongoing status to stakeholders.

Windsor, Berkshire, Gb

• Specific application focuses for consistent improvement are Social Media Customer Care Listening Tools, LiveChat and Gamification.• Additional Supported Products: The Launch and build of an Internal Communications Tool for Reservations and Customer Care, the launch of an Internal Platform allowing our Reservations and Customer Care Staff through the Service Now application to Self Report application's issues needing attention or repair. • Coordinated among tactical analysts, developers, and functional subject matter experts to create a holistic product solution for Distribution Marketing's customers / stakeholders across multiple channels• Managed the end to end product lifecycle from idea inception through development and launch, leveraging specialists, operations and stakeholders along the way.• Defined product needs via a "roadmap" of initiatives mapped out over a predetermined cycled timeline.

Windsor, Berkshire, Gb

• Created and launched an operationalized solution including training curriculum for a world class Social Media Global Customer Care Department which improved contact resolution by 50%, reduced guest payouts by 75% and improved Customer Experiences Scores• Build out the roadmap and expansion plan for social support as channel for IHG guests.• Managed and optimized social support programs through partnership with Customer Experience operations• Worked closely with Product Managers and Engineers to identify and build out the systems and tools required to operationalize the business• Collaborated and built partnerships with cross-functional leaders to ensure successful alignment around IHG's social presence• Continuously improved service and results for our people and the business, operating with a cross functional lens• Developed effective plans to meet both short and longer-term goals

Windsor, Berkshire, Gb

• Responsible for a team in developing and supporting world class tools and processes to achieve delivery of global revenue goals $2.01b per year• Lead and coached the day-to-day operation of customer experience teams to deliver an award winning world class experience with a high touch coaching model. Managed 200 second level customer experience and sales representatives with direct supervisory accountability for 30 agents to deliver a culture of engaged conflict resolution and problem solving. • Developed a high touch coaching model to deliver world class results through accountability and effective communication. The main focus areas were goal setting, effective problem solving and providing consistent feedback.

Windsor, Berkshire, Gb

• Successfully managed an Implementation Project of the Integration of the Voice Transfer Program for all North America Hotels to successfully improve conversion and Average Daily Rate within 18 months.• Developed a high touch coaching model to deliver world class results through accountability and effective communication. The main focus areas were goal setting, effective problem solving and providing consistent feedback.

Windsor, Berkshire, Gb

• Developed and Executed a Project Plan to launch and manage business operations inclusive of proactive leadership for a temporary reservations office overseeing the operations for 6 Supervisors and 120 Reservations Agents This successful deployment of infrastructure inclusive of hardware, software and telecom needs created revenue of $9 Million a month.

Windsor, Berkshire, Gb

• Supervised, coached and mentored a team of 30 reservations sales agents to meet or exceed all agent key performance indicators including but not limited to revenue, call quality, phone productivity, and attendance.• Recruited, screened and hired Reservations Sales agents• Monitored service levels, and assisted staff in achieving service level goals.• Handled guest concerns that demand Management attention tactfully, promptly and with genuine care for the Guest’s concerns• Provided input and feedback to Director and Managers to improve processes, procedures and training.

Windsor, Berkshire, Gb

Oversee and manage the day-to-day needs of customer service agents, customers, and projects. Indirectly manage 200 customer service agents, with individual responsibility for 20 to 40 agents. Focus on agent development through coaching, motivating, and providing consistent and accurate feedback. Responsible for Guest Escalations. Approval Authority of Guest Payouts above $500 per guest.

Windsor, Berkshire, Gb

Responsible for handling escalated customer inquiries for first level customer service representatives and for IHG Executive and Senior officers. Requiring advanced customer service skills, communication skills, and problem solving skills.

Windsor, Berkshire, Gb

Responsible for delivering positive customer experiences. Interacting with guests to provide information, handle hotel billing issues, and resolve complaints. Identify solutions that comply with company policies and guidelines, remain within budgeting constraints, and provide the customer with a positive and satisfying experience. Assure timely and accurate documentation, coding, and follow-through.

Windsor, Berkshire, Gb

Windsor, Berkshire, Gb

Handled in-bound customer calls for booking, changing, and canceling reservations. Drove increased revenues through up-selling and cross-selling, and delivering exceptional customer service. Provided assistance to new agents through the Assist Que.

General Education, Business Administration And Management, General

General Education, Business Administration And Management, General