Ron Mitchell Email & Phone Number

Morrisville, Nc, Us

Morrisville, Nc, Us

Senior 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.

Atlanta, Georgia, Us

I 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.

Us

I 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.

Us

Managed 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.