Mary Lafosse, B.S. Bus. Mgmt., Ccom Email & Phone Number

Saint Paul, Mn, Us

Minneapolis, Mn, Us

WFO Pre + Post-Sales & Professional Services support driving revenue + solution adoption through strategic growth, customer success value realization and Managed Services Leadership + Consulting 2023 Calabrio Featured Innovator2021 Presidents Club RecipientKey Accomplishments: Driving adoption success, demonstrating business impact improvements and achieving retention for at-risk customers Delivering dynamic and ad-hoc reporting supporting data-driven business decisionsProviding strategic support across the organization, improving Sales and Services throughput by capitalizing on cross-selling revenue opportunitiesActing as a trusted advisor for internal and external stakeholders by sharing leading best practices for workforce performance development and change management across people, process, partnerships, and technologies. 2023 Highlights: Growing revenue streams and driving Customer SuccessProfessional Services: Owning the development and expansion of reimagined Managed Services and directly supporting the Services organization in facilitating process redesigns following organizational shiftsIn PreSales, continuing to facilitate Strategic Consulting to deliver personalized technology and services solutions that drive customer impact value and deliver revenue to Calabrio; Own creation of Statements of Works, Services Quoting and Pricing Request.Recognized as a Contact Center Leader, trusted advisor and highly-sought subject matter expert in WFO/WEM, CX/AX, VOC Analytics, and Enterprise Quality Performance Management2020-2022 Highlights:Contributed to Win Rate in PreSales engagements throughROI and POC consulting resulting in the largest historical deal-expansion to full suite wins Customer Success + Retention Consulting through value realization services and relationship management remediationCreate and facilitate strategic content

Minneapolis, Mn, Us

Lead Post-Sales Consultant for implementation projects and customer success optimization services; Project management, process development and improvement and providing customer value realization through technology transformation adoption mentoringKey Accomplishments:Performed skills and functions of promotional role above in a post-sale enablement environment by gaining entrance into PreSales engagements, Customer implementations, value realization services, and strategic operational consulting to drive customer adoption and return on investment impactsDesigned and delivered then inaugural Managed Services program including strategic business discovery, conducting root cause VOC analysis, ROI and executive readback presentationsWrote customer engagement processes including collaboration from ideation + incubation + execution + governance + transition Facilitated interdepartmental support and enablement by providing thought leadership and internal knowledge sharing to drive upskilling and strategic value across the organization

St Paul, Mn, Us

2014 Pyramid of Excellence Nominee.CC Operations Leader for CX VOC Managed Services/Enterprise Quality and Managing Global HR Contact Center Operations across all 7 Big Business Divisions (B2B, B2C, Internal 3M(HR), Field Support, Technical/Database, Product Lines, e-Commerce) Six Sigma Greenbelt, Lean, Lean for Transactional; driving VOC-enabled strategic Service Quality Transformation initiatives. Responsible for CEO/ELT and regulatory response to customer dissatisfaction inquiries. Delivered internal CX Managed Services including strategic business discovery, root cause analysis and executive summary readouts illustrating opportunities to realize business and customer value

St Paul, Mn, Us

2008 Pyramid of Excellence Nominee.CC Operations Leader responsible for managing daily contact center operations and performance management for direct reports team of 15-20 service agents and indirect oversight >500 virtual service agents across multiple locations for all 7 Big Business Divisions, multiple groups and support types (B2B, B2C, Internal 3M) Managed the HR Global Service Center replication project (Six Sigma (Greenbelt, Lean, Lean for Transactional): Facilitating Service Quality and Training. Responsible for CEO/ELT and regulatory response to customer dissatisfaction inquiries

Oakdale, Minnesota, Us

Responsible for B2B account management and merchant services underwriting.Facilitated customer education on PCI Compliance annual and ongoing adherence requirements.

Minneapolis, Mn, Us

Design and delivery of Service Quality Program and project plan; managing activities and deliverables for a project team of 12 SMEs @ varying levels across the organization. Implemented new Quality Assurance and Customer Service standards processes, practices, and procedures.

Bloomington, Illinois, Us

CC Operations Leader responsible for mentoring a direct reports team of 15-20 service agents and indirect oversight managing for four (4) virtual sites, >300 agents 24/7 –365 daily operations; blended workforce. Included all facets of the employment lifecycle and performance management. Responsible for Management response to CEO/ELT regulatory customer dissatisfaction inquiries.