Customer experience consultant with M&A background and international (India & South America primarily)experience in contact centers focused on People, Process, and Technology. While engaged in consulting ventures currently would explore roles where my passion could be maximized to achieve company goals.

Role alignment Customer Support, Customer Success, and Professional Services aligned with delivery of SAAS solutions in the Waste, Recycling, and Routing sectors. Build operations model and manage all key personnel associated with operations for Global product support. Design, build, and execute integration plan for product migration and organic growth.Design, build and execute Global Cultural program aligned with Customer and Employee Experience for long term brand value focused on… Show more Role alignment Customer Support, Customer Success, and Professional Services aligned with delivery of SAAS solutions in the Waste, Recycling, and Routing sectors. Build operations model and manage all key personnel associated with operations for Global product support. Design, build, and execute integration plan for product migration and organic growth.Design, build and execute Global Cultural program aligned with Customer and Employee Experience for long term brand value focused on best in class delivery on the key promises within the corporate mission statement.Phase I Goals and Objectives• Post Acquisition(s) Consolidation • Product feature/functionality (best in class opportunities)• Technology review across regional teams spanning telecom, resource management, and case management• Process review across product addressing data, bugs, and general support• Identify key personnel to align with long term Follow the Sun Support Model• Serve as Advisor to customer base focused on adoption and upselling based on product portfolioPhase II Goals and Objectives• Build out the Knowledge base for next generation support and “self-help”• Cross train front line on multi product general support• Create lists of certifications that best prepare team members for growth in their role (DBA, SQL, etc.)• Prepare for AMCS Platform conversion of legacy customers with an emphasis on seamless transition tracking and trending customer experience metrics along the way (NPS)• Champion issue resolution across product implementation and evolution of customer lifecycle• Travel to customer sites in North America to partner on growth planning aligned with product utilization• Assist in the build out of the Customer Success and Support for legacy customers and new customers establishing the cycle defining Customer Experience• Responsible for Monthly and Quarterly (QBRs) to focus on current state and alignment with short, medium and long term goals Show less

Manage multi-tier service delivery teams inclusive of front line service delivery professionals, field support, engineering teams. These teams span of service includes the US and also countries in Central America, the United Kingdom, and Southeast Asia with personnel in Jacksonville, Seattle, and Anchorage. Key responsibilities include customer experience management both internally and to our over 30 client portfolio. Architecting the experience for our customers starts within Ei as my goal… Show more Manage multi-tier service delivery teams inclusive of front line service delivery professionals, field support, engineering teams. These teams span of service includes the US and also countries in Central America, the United Kingdom, and Southeast Asia with personnel in Jacksonville, Seattle, and Anchorage. Key responsibilities include customer experience management both internally and to our over 30 client portfolio. Architecting the experience for our customers starts within Ei as my goal is to ensure that the front line is equipped with all they need to service the customers on that first contact with our departmental resources (no matter where they land, Service, Field, and Operations Engineers).Creating a world class team focused on always striving to be the best and truly possess a Passion to Serve is a daily goal within the walls of Ei. Show less

Call Center operations management providing insight and managerial experience to work creating world class customer experience. Provide Consulting Services and Executive leadership acting as VP of Call Center Operations but serving as Chief Customer Officer for the company in that the purpose for this company is to be centered on "Customers". Our primary focus is on employee growth, process optimization, and technology that creates a service delivery model that delivers excellence on… Show more Call Center operations management providing insight and managerial experience to work creating world class customer experience. Provide Consulting Services and Executive leadership acting as VP of Call Center Operations but serving as Chief Customer Officer for the company in that the purpose for this company is to be centered on "Customers". Our primary focus is on employee growth, process optimization, and technology that creates a service delivery model that delivers excellence on every call.Work with Fortune 500 (including Amerigroup) clients as well as midsize/small companies on challenging ways to transform their customer service models.AFS Technologies focused on transformation of claims centers in Tampa Florida and Bangalore India providing world class service in the food distribution industries.TTi Global: Worked with TTi on service operations model creation for worldwide OEM company. BPO Client: Responsible for seven clients ranging from Insurance and Internet Service Providers to major sports entertainment operations providing excellence in customer service. Primary goals and objectives around transformation of customer and agent experience to combine for exceptional service delivery model. Full ownership of the P&L for multimillion dollar accounts to ensure profitability through service optimization.Amerigroup - managed CRM project groups for both desktop/telecom and related vendors (Pega, Avaya, Verint) in full scale implementation of desktop solution for contact center agents in three sites which exceeded all expectations transforming the customer and agent experience.Built and ran PMO for Program establishing automated project portals for all teams to communicate and post information Realization of 30 plus second reduction in AHT coupled with other positive impacts to KPIs that resulted in operation cost savings Increased process efficiencies through due diligence and solution design Show less

Managed operational transformation teams focused on complex customer experience initiatives with the focus on improving the overall CSAT and improving consumer loyalty. Centralized focus on building service delivery blueprints that were centered on developing high performance teams to execute the overall design and vision. Our strategic mission focused on large contact centers tied to creation of customer experience models that translated to a positive overall experience for employees and the… Show more Managed operational transformation teams focused on complex customer experience initiatives with the focus on improving the overall CSAT and improving consumer loyalty. Centralized focus on building service delivery blueprints that were centered on developing high performance teams to execute the overall design and vision. Our strategic mission focused on large contact centers tied to creation of customer experience models that translated to a positive overall experience for employees and the customer base.Our division provided insight into workforce design and resource utilization through proper scheduling strategies and operational effectiveness. We aligned KPIs to create a customer experience that could be delivered consistently through a combination of process and technologies.Call Center management with operations focus tied to the day to day customer experience delivery inclusive of processes through workforce execution. Ran full scale contact center transformation teams responsible for all aspects of program management (inclusive of people, process, and technology) of onshore and offshore projects with Fortune 500 companies. Worked closely with senior client executives including VP's and C Suite. Show less

As VP of Contact Center Operations, managed multi-national Contact Center team focused on sales and service of cellular and broadband services for India. Built out programs for Contact Center staff involving inbound and outbound call campaigns for cellular and broadband service across India which exceeded initial goals by upwards of 500% in first quarter of operations.I had the honor of working with Mukesh Ambani one of the smartest businessmen in the world which gave me insight into how… Show more As VP of Contact Center Operations, managed multi-national Contact Center team focused on sales and service of cellular and broadband services for India. Built out programs for Contact Center staff involving inbound and outbound call campaigns for cellular and broadband service across India which exceeded initial goals by upwards of 500% in first quarter of operations.I had the honor of working with Mukesh Ambani one of the smartest businessmen in the world which gave me insight into how business is executed and a great view of what success looks like which is now a visible target for my growth. Show less

Executive focused on the building of call centers from 12 employees to well over 2000 employees. Built and managed customer contact centers in Jacksonville Florida, Nashville Tennessee, and Salem Oregon. Won multiple awards for best in class call centers based on a service model tied directly to Powertel's mission statement of "we are easy to do business with". Led customer service teams focused on issue resolution as well as sales associated with up-sale and cross sale of services and… Show more Executive focused on the building of call centers from 12 employees to well over 2000 employees. Built and managed customer contact centers in Jacksonville Florida, Nashville Tennessee, and Salem Oregon. Won multiple awards for best in class call centers based on a service model tied directly to Powertel's mission statement of "we are easy to do business with". Led customer service teams focused on issue resolution as well as sales associated with up-sale and cross sale of services and products and assisted in creating call center professionals from agents giving them a promising career to build on.Started as Manager and then Director of Operations later promoted to General Manager Call Center Operations reporting to SVP in charge of three regional call centers post T-Mobile merger. Selected as a Corporate Culture executive that focused on Cultural Infusion and the core aspects of professional leadership characteristics. Blue chip for those that have been through it.Yankee Group Best Call Center AwardGran Prix, best in phone category service awardT-Mobilizer Award Show less

Held multiple customer service roles focused on management of cellular call center agents and also managed the indirect sales channel for cellular sales agents.