Contact/Call Center industry expert and consultant with more than 20 years experience establishing, overseeing, and optimizing multi-site, multi-channel contact center operations for global Fortune 500 companies.Focused to develop and create real value for the customer services business with her skill sets regarding analytical and strategic optimization including project planning and management. SpecialtiesContact Center Start-Up and ConsolidationContact Center AssessmentsContact Center DesignBusiness Process ManagementData ArchitectureCustomer Relationship ManagementCustomer Experience ImprovementWorkforce OptimizationKey Performance Indicator (KPI) AnalyticsVoice of Customer (VOC) StrategiesBusiness Intelligence Platforms
Listed skills include Writing, Positioning, Team Building, Consulting, and 141 others.