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Today’s rapidly evolving marketplace requires a new level of thinking and leadership that is fresh, innovative, and able to identify and capitalize on opportunities that deliver the highest value and ROI. With an emphasis on performance, cost management, continuous improvement and enhancement of customer service, I have helped increase organizational competitiveness in the areas of Contact Center Operations, IT & Telecommunications, and Customer Service. As Director of World-wide Contact Business Transformations and IT, I’ve had the honor of leading various IT initiatives for eSupport and Contact Center tools and delivering enterprise-wide solutions that have secured a competitive advantage in the marketplace. Throughout my career, I have envisioned forward-looking solutions, steered major design activities, and created revenue growth. Results include:▸ Established Lenovo as one of the first global SIP network Technology companies.▸ Led transformation to self-help tools (eTicketing), assisted services interaction (chat, email, call-back, or click to call), and increased productivity by limiting traditional contact center interactions.▸ Steered implementation activities for implementation of 17+ global contact center sites supporting >150 international countries. This has been my mission throughout my career—creating tech-enabled solutions along with the roadmaps needed to impact revenue and market share. I welcome the opportunity to connect.- Ron Mitchell
Lenovo
View- Website:
- lenovo.com
- Employees:
- 45134
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Director It Worldwide Contact Centers Business Transformation And OperationsLenovoMorrisville, Nc, Us
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Director It Worldwide Contact Centers Business Transformation & OperationsLenovo Apr 2011 - PresentMorrisville, Nc, UsSenior leadership position with full management accountability for implementation of 50+ global contact center sites, support 150 countries, leadership of IT initiatives for eSupport and eComm web sites supporting all Contact Centers tools (Genesys, global Carriers, SMS, Chat, email, eTicketing, and web to agent calling)STRATEGIC TECHNOLOGY PLANS: Ensure technological capabilities are responsive to the needs of the enterprise. In this role, I have standardized all IVR call flows, reduced customer hold times, and established new sites on-time and under budget. COST SAVINGS: Saved millions of dollars (annually) through the provision of infrastructure services vision, leveraging IT trends that create business value, and implementing VoIP solutions.EMPLOYEE RELATIONS: Led teams in the architecture of best-in-class solutions, including migration from on-premise infrastructure to outsourced / cloud services.
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Regional Director, Pacific ReservationsDelta Air Lines Jul 2007 - Apr 2010Atlanta, Georgia, UsI was promoted through a series of roles ending with this Expat position in Japan where I directed call center operations and customer service initiatives in 7 Pacific countries and managed a multimillion-dollar budget. CONTACT CENTER TECHNOLOGY: Implemented the world’s first international outbound calling system enhancing services and increasing customer satisfaction. GOAL ATTAINMENT: Met performance and cost savings goals, decreased customer care claims 25%, and produced millions of dollars in revenue for on-line operations. TRANSFORMATIONAL LEADERSHIP: Led team members to excellence utilizing outstanding collaboration skills and proven ability to work across the organization to accomplish shared goals to accelerate performance and cost savings. -
Regional Manager – Operations And Sales PerformanceNorthwest Airlines Oct 2006 - Jul 2007UsI stepped into this role at the Seattle Reservations Office based on my leadership success at the Baltimore Contact Center and achievement of all projected call statistics and sales goals.KEY PERFORMANCE INDICATORS: Maximized direct ticket, call transfer, and fee revenues and bench-marked best practices leading to an increase in agent abilities and new higher standards. -
Manager – OperationsNorthwest Airlines Jul 2004 - Oct 2006UsManaged a variety of operational and performance initiatives for 300-employee call center operation and earned recognition for Corporate Safety with Zero Indemnity Days Paid in 2006. Other roles include: Specialist, Reservations Network Operations where I produced more than $3M in payroll expense savings.
Ron Mitchell Skills
Ron Mitchell Education Details
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Evangel UniversityBusiness Administration
Frequently Asked Questions about Ron Mitchell
What company does Ron Mitchell work for?
Ron Mitchell works for Lenovo
What is Ron Mitchell's role at the current company?
Ron Mitchell's current role is Director IT Worldwide Contact Centers Business Transformation and Operations.
What is Ron Mitchell's email address?
Ron Mitchell's email address is rg****@****ail.com
What is Ron Mitchell's direct phone number?
Ron Mitchell's direct phone number is +191929*****
What schools did Ron Mitchell attend?
Ron Mitchell attended Evangel University.
What skills is Ron Mitchell known for?
Ron Mitchell has skills like Leadership, Management, Call Centers, Change Management, Strategy, Training, Project Management, Operations Management, Vendor Management, Outsourcing, Project Planning, Customer Service.
Who are Ron Mitchell's colleagues?
Ron Mitchell's colleagues are Kang Conor, 孙玉娥, Nitin Bisht, Irene Ng, Issa Lieu, M.nivashkar Mahadevan, 庄承铭.
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