C. Pete Connor Ms, Cccm Email and Phone Number
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C. Pete Connor Ms, Cccm personal email
Passionate and results-driven CX Operations Executive specializing in transforming customer experiences through AI-powered strategies and data-driven insights.I excel at using AI-driven analytics, predictive modeling, and machine learning to not only enhance customer satisfaction but also drive long-term retention and business growth.Key Achievements:Reduced churn by 10% and boosted retention by 15%, contributing to $1M–$2M in additional annual revenue.Increased NPS by 20% and CSAT by 15%, leading to stronger customer loyalty and a 10%–15% increase in repeat business.Achieved a 93% first call resolution rate and reduced response times by 27% through operational efficiencies and automation.My core expertise lies in integrating Voice of the Customer (VOC) insights with business strategies to drive customer-centric growth. I've consistently delivered results by working closely with Product, Marketing, and Operations teams to ensure that customer feedback is strategically aligned with organizational goals.If you're looking to leverage AI-driven CX solutions and data analytics to transform your customer experience and drive measurable growth, I’d love to connect and explore how I can contribute to your team.
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Director Of Technical Center Operations And SupportIspnTexas, United States -
Director Of Customer Experience Innovation & Ai SolutionsFiverr Feb 2024 - PresentNew York, UsEfficiency Gains: Reduced task completion time by 50%, boosting productivity in customer service, data analysis, and workflow automation.Accuracy Improvements: Lowered AI response error rates by 20-30%, ensuring consistent, high-quality outputs.Cost Savings: Cut operational expenses by $1M annually through fewer errors, reduced manual work, and better scalability.Customer Experience Boost: Increased NPS scores by 15 points, enhancing customer satisfaction and retention.Designed the MindMeld reasoning program with 95% decision-making accuracy and a 25% reduction in processing time through advanced automation.Created empathy-driven chatbots that increased user satisfaction by 15 points and enhanced Tableau training, cutting onboarding time by 30%.Designed predictive model for healthcare organizations and RCM guy structuring workflows to achieve 30% denial reductions and recover an additional $2M annually in revenue.Built a social media content analysis tool with 90% sentiment accuracy, boosting engagement rates by 35%.Automated denial tracking and appeals processes offering the capability of reducing manual intervention by 40% and resolution times by 20%. -
Ai & Cx Business StrategyUpwork Feb 2024 - Oct 2024Stanford, California, Us- Developed AI tools for real-time customer data analysis, delivering insights that enhanced operational efficiencies and optimized customer engagement strategies, resulting in a 15% improvement in customer satisfaction scores.- Designed ROI models leveraging predictive analytics to support data-driven decision-making and drive impactful customer-centric initiatives.- Led cross-functional projects, working closely with Product, Marketing, and Operations teams to ensure customer feedback directly influenced product roadmaps and service enhancements.Core Competencies Utilized:Data-Driven Strategies, AI Solutions, Customer Success Management, Operational Efficiencies, Cross-Functional Collaboration -
Director Of Cx OperationsStridecare Sep 2019 - Feb 2024Dallas, Tx, Us- Led implementation of VOC methodologies (including surveys, journey mapping, and real-time feedback tools) to collect and analyze customer insights, resulting in a 20% increase in NPS and improved customer retention by 15%.- Collaborated extensively with Product and Marketing teams to integrate VOC data into product development and marketing strategies, which enhanced customer experience and contributed to a 10% reduction in Gross Monthly Recurring Revenue (MRR) churn.- Managed service-level agreements (SLAs) and KPI tracking, achieving an 18% reduction in Cost per Contact (CPC) and improving first-call resolution (FCR) from 74% to 93%.- Oversaw compliance with industry standards and data protection protocols, ensuring regulatory adherence across all customer interactions and workflows.Key Accomplishments:- Achieved a 70% increase in referral-to-appointment conversion rates.- Integrated SaaS tools (Totango, RingCentral, Salesforce), resulting in enhanced data insights and streamlined processes.Core Competencies Utilized:SaaS Tools, Customer Insights & Advocacy, Cross-Functional Team Leadership, SLA Management, Predictive Analytics, Data-Driven Decision-Making -
Director Of Cx OperationsOpendoor - Opndr.Com Aug 2016 - Aug 2019- Directed customer experience initiatives, utilizing VOC feedback loops to proactively identify customer pain points and implement solutions that increased customer satisfaction by 20% and retention rates by 15%.- Spearheaded the adoption of automation tools, improving operational efficiency by 25% and reducing average response times by 30%.- Conducted customer journey mapping sessions to address friction points, which led to a 23% growth in client accounts and improved customer loyalty.- Managed compliance and risk by enforcing data protection standards, ensuring all customer interactions met regulatory requirements.Key Accomplishments:- Enhanced first-call resolution by 19% and reduced repeat contact rates by implementing tailored customer success strategies.Core Competencies Utilized:Customer Journey Mapping, VOC Program Management, Automation, Compliance Oversight, Cross-Functional Collaboration, Retention Strategies -
Director Of Bpo Customer Success And SupportSandler Training And Management Services May 2011 - Aug 2016Baltimore, Md, Us- Led large-scale BPO operations, managing onshore and offshore teams and achieving a 95% client satisfaction rate while reducing operational costs by 15%.- Directed VOC initiatives by gathering and analyzing customer feedback, which informed process improvements and led to a 19% improvement in first-call resolution (FCR).- Oversaw SLA compliance across all customer support functions, ensuring alignment with client expectations and operational standards.Key Accomplishments:- Expanded call center operations from 50 to 200 agents, maintaining a 90% CSAT during a period of 300% increase in service demand.- Established a scalable support model that improved customer retention by 23%.Core Competencies Utilized:BPO Vendor Management, Customer Success Strategies, SLA Tracking, Process Improvement, First-Call Resolution, Client Satisfaction -
Customer Service & Contact Center ManagerPaysystems (First Data Subsidiary) May 2006 - May 2011Key Accomplishments:- Enhanced Customer Satisfaction by 25% through targeted service improvements, journey mapping, and VOC-driven adjustments, and reduced average call handling time by 20%.- Improved First-Call Resolution (FCR) by 15% and boosted upsell opportunities by 12% by developing a proactive, data-informed service recovery program.- Spearheaded a technology upgrade initiative that increased operational efficiency by 30%, enabling automated workflows, better KPI tracking, and streamlined compliance oversight.- Drove cross-functional collaboration with product and IT teams to integrate customer feedback directly into system upgrades, reducing response times by 25% and elevating service consistency across channels.Core Competencies Utilized:VOC Programs, Technology Integration, Service Recovery, Cross-Functional Collaboration, Operational Efficiency, SLA & KPI Management, Data-Driven Decision-Making, Compliance & Risk Management, Process Improvement, Customer Advocacy
C. Pete Connor Ms, Cccm Education Details
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Providence College School Of BusinessArtificial Intelligence -
Hartford UniversityBusiness Management
Frequently Asked Questions about C. Pete Connor Ms, Cccm
What company does C. Pete Connor Ms, Cccm work for?
C. Pete Connor Ms, Cccm works for Ispn
What is C. Pete Connor Ms, Cccm's role at the current company?
C. Pete Connor Ms, Cccm's current role is Director of Technical Center Operations and Support.
What is C. Pete Connor Ms, Cccm's email address?
C. Pete Connor Ms, Cccm's email address is pe****@****are.com
What schools did C. Pete Connor Ms, Cccm attend?
C. Pete Connor Ms, Cccm attended Providence College School Of Business, Hartford University.
Who are C. Pete Connor Ms, Cccm's colleagues?
C. Pete Connor Ms, Cccm's colleagues are Jalen Jackson, Liz George, Codey Santi-Mendoza, Michael Frisch, Sylvia Onofre, Marcus Gaither, Terrell Morris.
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