Peg Ayers, Mba, Ccxp Email & Phone Number

Colorado, United States

Southwest Virginia

I help contact center executives outperform their competitors by more than 25% in positive word of mouth, first call resolution, and web, chat and email issue resolution by creating a more effortless customer experience. As a Certified Customer Experience Professional (CCXP) with more than 25 years of running large customer service operations for such Fortune 500 companies as Office Depot and Cendant, I can implement my proven front-line-focused process in your contact centers. Contact me at 276.492.6462 or by email at peg@ayersandcompanyconsulting.com.

Toronto, Ontario, Canada

The Taylor Reach Group, Inc. (Taylor Reach) was established in 2003 and provides consulting and advisory services to Call Centers, Contact Centers and customer focused organizations related to their Customer Experience interactions (Contact Centers, Technical Support & help desks, revenue generation etc.). Taylor Reach is vendor agnostic and assists clients to overcome their Customer Experience challenges; Alignment, Strategic Planning, Customer Experience, Customer Journey, Contact Center Design, Technology Acquisition, Outsourcing Assessments, Call Center Assessments, Quality & Customer Satisfaction, Employee Satisfaction, Culture, Engagement, Process Improvement, Cost reduction, Revenue Generation etc.Serving customers across all verticals, with centers of 6 agents to more than 10,000, Taylor Reach has completed numerous projects on three continents, won more than 30 awards for operational excellence and today there are more than 14,000 agent desktops globally that employ Taylor Reach designed Customer Experience Contact Center models.

Virtual

The Patina Mentor Bank program matches successful senior executives as external Mentors with Mentees for the purpose of accentuating professional development. Mentors support career achievement acceleration for Mentees through a partnership based on candid and confidential feedback. Mentors pair their guidance and wisdom with practical “been there, done that” knowledge, tools, and support for career success. The Mentor Bank by Patina is an exciting new way for corporations to develop and retain their high potential leaders. Since 2008, Patina has been helping organizations get more done and accelerate success. Patina’s Professionals are industry veterans with 25+ years of operational experience who deliver specialized expertise targeted to our clients’ unique needs and circumstances. The Patina model is highly flexible, collaborative and consultative, enabling companies to get results utilizing only the resources they need, when they need them.

Johnson City, Tennessee Area

Directed 3 centers: Bristol, Virginia; Ottawa, Ontario, Canada and Edmonton, Alberta, Canada, handling inbound sales and service. Provided leadership to senior center staff, met and exceeded expectations for training, quality, financial ratios and center metrics.• Provided strong leadership during year-long transition from in-house customer service to outsourced model, retaining all key individuals through scheduled end dates.• Achieved Service Quality Management (SQM) World Class Service Award 5 years in a row.• Centralized administrative roles from throughout the country, cutting staff from 46 to 29 with improved service to Sales Vice Presidents.• Led process improvement task force for Sales Rep Liaisons that allowed completion of 25% more work with 10% less staff.• Created and disseminated Sales Training for all Customer Service Centers; individual teams began contributing significant add-on sales as a result.• Implemented process improvements in Accounts Receivable, improving turnaround time from 3 to 1.5 days while reducing staff by half.• Initiated quality assurance form and scoring system adopted by all OfficeMax contact centers.• Created process improvement mindset in Bristol center resulting in over 100 process improvement ideas being implemented each year.

Columbus, Ohio Area

Led 600+ seat center, $24M annual budget, handling inbound sales and service for a variety of loyalty and affinity programs related to Travel, Credit Reporting, Shopping, Warranty Protection and more, serving hundreds of clients including major banks and retailers.• Established regular audits of outsourced partners, creating consistency and high quality for greater customer satisfaction.• Improved customer retention of UK retail division from 2% to 40% through education, coaching and management development.• Expanded Workforce Management from 2 people managing Westerville to a dozen managing AT&T and MCI traffic worldwide, at Affinion Group and its outsourced partners, through manual routing and Geotel.

Greater Pittsburgh Area

Managed 600-seat center handling inbound service and outbound and inbound sales for major telecommunications and banking clients. Profit and Loss accountability for $25M annual revenue operation.• Improved profitability of center from 20% to over 40%.• Reduced management staff by 50% while improving morale and ability of center to meet and exceed key performance metrics.• Maintained capacity utilization of center above 90% by working closely with and exceeding the expectations of clients, sales staff, account management and senior management.

Hartford, Connecticut Area

Managed 100 person Operations staff including Call Center, Processing, Technical Services and Facilities. Responsible for inbound telephone customer service, processing of credit cards, facility management and maintenance of all hardware, including PCs and telephone system. Coordinated move of TFS call center from Westport to Trumbull, CT including move from Toshiba ACD to state of the art Interactive Intelligence telephone system under budget and with no interruption of service to customers.

Cheyenne, Wyoming Area

This division of Cendant became Affinion Group.

Cheyenne, Wyoming Area

Started with Unicover as a telephone service representative and earned progressively responsible positions culminating in VP, Quality and Service in 1991.

Mba, Business

Ba, English