Nanci Carroll Email & Phone Number

Dallas/Fort Worth Area

Plano, Texas

Managed the global resourcing requisition process for the Business Process Outsourcing (BPO) and Application Business Services (ABS) organizations consisting of approximately 50,000 employees in 30+ countries who handled roughly 400 million contact center interactions annually, plus back-office transactions. Developed process documentation and user reference guides for a global audience to drive consistency in process execution and tool usage. (HP acquired previous employer, EDS)

Plano, Tx

Led numerous continuous improvement initiatives at BPO delivery sites globally to increase operational effectiveness and efficiencies, plus enhance customer satisfaction.Created contact center assessment methodologies and conducted on-site assessments in the Americas, Asia-Pacific, and Europe. Identified gaps between the current and desired future states and proposed prioritized recommendations to close the gaps. Partnered with colleagues at delivery sites globally to execute the improvement plans and measure the results.

Dallas/Fort Worth Area

Partnered with clients from various industries to plan or improve their customer care and contact center strategies, operational processes, enabling technologies, and CRM practices to enhance their customer satisfaction results and reduce their cost per contact metrics.

Dallas/Fort Worth Area

Served within the Customer Care Consulting Practice with a focus on business process design,analysis, and improvement to enhance the customer experience with multi-channel contact centers, while achieving or exceeding benchmarks for key performance indicators.

Bachelor Of Science In Journalism & English, Magna Cum Laude Graduate

Mba In General Business, Summa Cum Laude Graduate