Skyler E. work email
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Skyler E. personal email
Skyler E. phone numbers
A purpose, service, and outcome-focused senior leader whose style fosters courageousness, inclusiveness, passion, integrity, selflessness, and teamwork.Highlights:- Medifast/OPTAVIA alum: Fortune Magazine’s 100 Fastest Growing Companies in 2020, 2021 & 2022 + Forbes Best Mid-Sized Companies 2021. - Netflix alum; 9 years through DVD, Streaming and Content evolution. - Scaled multiple global support landscapes across NorAm, LatAm, EMEA & APAC; $25M budget. - Drove as much as a 9% improvement in core quality metrics, while consistently reducing operating costs relative to rapid revenue growth. - Leveraged Omni-Channel & AI automation, both build & buy (Voice, Email, Chat, SMS, WhatsApp, Social) as data-driven insights function to optimize large-scale technology and supply chain businesses. - Assisted the establishment of authentic and effective corporate cultures where top talent, free of distraction, could focus on accomplishing amazing amounts of work.- AWS Certified Cloud Practitioner - Nominated | Forty Under 40 Award: Utah’s Rising Stars.
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Vice President, Customer ExperienceConsilium Sep 2024 - PresentSeattle, Wa, UsConsilium is a bespoke consulting partner specializing in the development, implementation, and support of technology solutions that enhance customer experiences for some of the world’s most renowned brands.AWS Certified Parter - Amazon Connect Deliveryhttps://consilium.co/ -
Sr Director, Global Contact Center OperationsMedifast, Inc Dec 2021 - Sep 2024Baltimore, Maryland, UsThe company behind the $1 billion brand OPTAVIA®- Leveraged the power of AWS and NLP/NLU in partnership with a high-velocity variable partner to build scalable support experiences across bespoke omni-channels: Voice, SMS, Web Chat & Email, reduced operating expense to <1% relative to topline revenue within direct sales model. - Led company-wide effort to improve end-to-end returns, refunds, and cancellations process - spanning CS, Supply Chain (ERP), Finance, Legal, and Digital Products. Saved millions via optimized throughput management, while improving CX. - Scaled support operations to 9 geo locations, supporting 4 languages. Maximized landscape resiliency via remote workers on-shore, near-shore and off-shore.- Achieved service level 36/36 months across three functions with 96% CSAT & 80% Sent Rate -
Director, Contact Center OperationsMedifast, Inc May 2020 - Dec 2021Baltimore, Maryland, Us
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Director, Nationwide Contractor OperationsTaskeasy Dec 2018 - Jan 2020Salt Lake City, Ut, Us- Responsible for quality fulfillment performed by 12,000 insured contractors nationwide; 1 million jobs per year; $5M annual budget. Utilize stratified experience model to achieve and sustain 95%+ fulfillment target across multiple business verticals.- Led customer sales and success team: lead gen, lead quality, placement and ongoing success relationship. -
Sr. Operations Manager, Global Customer ServiceNetflix Dec 2015 - Aug 2018Los Gatos, Ca, Us- Co-led 700+ internal site; Tier 1 Support (phone & chat), Tier 2 Technical support, Corporate Resolutions & Social Support. - Inclusively partnered with global Ops leaders to drive operational excellence, balancing a quality customer and employee experience while reducing cost (CPC / P&L).- Oversaw R&D function; A/B T-Test methodology; used stratified experimenting model to optimize agent behaviors & tech tools; uplifting agent & customers experiences.- As test, learn, share flagship site, partnered cross-functionally with Recruiting, Learning & Development, Finance & CS Engineering to build regionally scalable playbooks for global network.- Established an authentic and effective culture where top talent, free of distraction, could focus on accomplishing amazing amounts of work. -
Sr. Vendor Manager, Global Customer ServiceNetflix Oct 2013 - Dec 2015Los Gatos, Ca, Us- Managed three outsourced partners across six North American call centers, chat & voice channels; 1500 employees; $25M annual budget.- Responsible for operational excellence, capacity planning and CS expansion across global chat and voice channels.- Partnered to design & launch global CS landscape; balancing BPO and Internal site mix, aiding in optimal customer experience by region.- Responsible for scaling North American support landscape. - Team improved core quality metric (RCR) by 20%. - MSA, SOW agreements & negotiations
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Site Manager, Global Customer ServiceNetflix Nov 2012 - Oct 2013Los Gatos, Ca, Us- Led 100 employee flagship contact center.- Global Customer Service Experience and Engineering (product) liaison; virtuous cycle of CS insights.- Managed CS R&D, CS social media and Global Escalations (Tier2/Tier3).- Launched EMEA & chat channel.- Team leveraged banding distribution & behavioral-based performance management to improve core quality metric (DSAT) by 50%.
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Vendor Manager, North American Customer ServiceNetflix Jan 2012 - Nov 2012Los Gatos, Ca, Us- Managed one North American BPO site; 400 employees.- Responsible for driving quality, managing partner invoices and partnered with team to scale North American landscape.
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Sr. Supervisor, Customer ServiceNetflix Jul 2011 - Jan 2012Los Gatos, Ca, Us- Coached, developed & supported 15 tier 1, tier 2 & tier 3 employees- Launched global English chat channel
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Supervisor, Customer ServiceNetflix Jul 2009 - Jul 2011Los Gatos, Ca, Us- Coached, developed & supported 15 - 25 tier 1 employees.- Leaned heavily on ABCD, self-discovery coaching model, data analysis and team banding to consistently drive dynamic team’s performance.
Skyler E. Skills
Skyler E. Education Details
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Western Oregon UniversityCriminal Justice -
Oregon State UniversityInternational Business
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Bend Senior High SchoolHigh School Diploma
Frequently Asked Questions about Skyler E.
What company does Skyler E. work for?
Skyler E. works for Consilium
What is Skyler E.'s role at the current company?
Skyler E.'s current role is VP, Customer Experience | ex-netflix.
What is Skyler E.'s email address?
Skyler E.'s email address is sk****@****lix.com
What is Skyler E.'s direct phone number?
Skyler E.'s direct phone number is +140865*****
What schools did Skyler E. attend?
Skyler E. attended Western Oregon University, Oregon State University, Bend Senior High School.
What skills is Skyler E. known for?
Skyler E. has skills like Performance Analysis, Metrics, Coaching And Development, Team Building And Training, Curriculum Design, Customer Service Management, Operations Management, Communication, Customer Service, Customer Satisfaction Enhancement, Time Management, Prioritization.
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