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20+ years of executive leadership in contact center, fraud, technology, and operations, I am passionate about finding new ways to leverage technology to improve both the customer and employee experience. As the CEO of CustomerSIM, I lead a company that provides cutting-edge simulation solutions for contact center training and development, enabling clients to optimize their performance, efficiency, and quality.My expertise in contact center operations and technology stems from my previous roles as VP of Customer Care at Ooma, Inc. and EVP of Contact Centers, Customer Experience, and Operations Technology at Wells Fargo. In these roles, I successfully transformed the business to be customer-centric, reduced operating expenses, improved employee attrition, deployed digital collaboration tools, and won several industry awards for customer satisfaction and technical support.
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CeoCustomersim Jan 2022 - PresentCreated AI powered technology service to allow contact center agents to practice customer interactions in real time. Our clients experience lower agent attrition, better regulatory compliance as well as higher customer satisfaction scores. -
Vp Customer CareOoma, Inc. Oct 2019 - Oct 2021Sunnyvale, California, UsLead all post-sale activities for Ooma including onboarding, technical support, collections and retention. Support cloud based UCaaS and CCaaS systems for residential and small business customers. - Improved new customer attrition rates 50% by differentiating large account on-boarding - Deployed digital collaboration tools to front line agents to improve work-from-home support - Consumer Reports #1 ranked technical support for home phone service - PC Magazine Business Choice Winner #1 satisfaction rating for VoIP Phone Service -
Evp - Contact Centers, Customer Experience, And Operations TechnologyWells Fargo Jun 2014 - Sep 2019San Francisco, California, UsResponsible for the largest contact center organization in Wells Fargo, handling more than 450 million customer calls annually. A diverse workforce comprised of 10,000+ team member across 20 locations. Help customers with technology support, checking products, lending products, and small business needs. - Integrated digital logon data and contact center data to highlight self-service gaps. Eliminated over 2 million calls annually by changing password reset requirements - Transformed business from primary focus on sales to overall customer engagement. Reduced annual operating expenses by over $35 million while increasing employee engagement. -
Evp - Consumer Contact Center ExperienceWells Fargo Jun 2008 - Jun 2014San Francisco, California, UsLed the Phone Bank team in Wells Fargo which provides customer service and sales to retail banking customers. 13 call center locations comprised of 5,000+ team members.- Developed contact center strategy and technology roadmap benefiting the customer experience across business lines. Implemented a cloud based speech IVR platform, a state-of-the-art VoIP telephony infrastructure, and the ability to pass data between the Wells Fargo mobile application and our call centers. - Optimized sales model in contact centers to reduce operating expense by $10 million annually while simultaneously increasing unit sales throughput.
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Svp - Fraud & Risk OperationsWells Fargo Jun 2003 - Jun 2008San Francisco, California, UsDeposit Risk Operations and Debit Card Operations teams, inclusive of 1,000 employees across five different locations. Responsible for fraud claims, customer disputes, loss prevention and check fraud review. - Greatly improved the customer experience by integrating technology to enable same-day resolution on 50% of debit card claims. - Conducted large dollar operating loss reviews across multiple business lines within Wells Fargo. Served as Member of industry-wide BITS Fraud Reduction Steering Committee.
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Vp - Contact Center Operations SupportWells Fargo Oct 1995 - Jun 2003San Francisco, California, UsManaged teams for strategy, capacity planning, management reporting, call forecasting, and technology support for seven customer service centers nationwide. Prioritized technology innovation for the division. Developed cost/benefit analyses, and defined business requirements for technology infrastructure enhancements. - Determined error in AT&T billing that resulted in a credit of over $1.5 million.
Ray Apple Skills
Ray Apple Education Details
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Georgetown UniversityMaster Of Business Administration (Mba) -
University Of UtahMechanical Engineering
Frequently Asked Questions about Ray Apple
What company does Ray Apple work for?
Ray Apple works for Customersim
What is Ray Apple's role at the current company?
Ray Apple's current role is CEO Customer Simulation Technologies LLC.
What is Ray Apple's email address?
Ray Apple's email address is ra****@****oma.com
What is Ray Apple's direct phone number?
Ray Apple's direct phone number is (800) 869*****
What schools did Ray Apple attend?
Ray Apple attended Georgetown University, University Of Utah.
What are some of Ray Apple's interests?
Ray Apple has interest in Education, Arts And Culture.
What skills is Ray Apple known for?
Ray Apple has skills like Contact Centers, Operations Management, Information Technology, Process Improvement, Leadership, Management, Training, Powerpoint, Microsoft Office, Microsoft Excel, Microsoft Word, Research.
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