Stacey Davis Email & Phone Number

Global, Oo

I’m seeking a senior leadership role with a growing SaaS, B2B or Customer Service organization to drive World Class Customer Experience and client satisfaction. As a natural collaborator, I enjoy engaging with all levels of any organization to implement Quality and Speech Analytics technologies.I have a passion and proven skill for mentoring and coaching frontline management staff to achieve their goals while deepening their knowledge. I lead high performing teams from the front, grow talent, and coordinate strategic planning and execution, internally and externally.SPECIALTIES: Global OmniChannel Partner Manager, BPO Strategic Operations, Call Center Performance Management, Lean Six Sigma, CEM Coaching, Contact Center Leadership, Customer Advocate, Strategic Operations Consultant, Strategic Partner Manager, Process Improvement, Project Management, Technical & Organizational, Speech Analytics, Presentation Skills, Webinars, SaaS, B2B, Strategic Customer Success, Product Roadmap, Partner Coaching, Tools & Methods, Remote Client Monitoring & Measurement, ACS/NPS, Medallia, Nexidia, Call Miner, Continuous Improvement Auditor, KPI Analytics/Solutions

Basking Ridge, Nj, Us

Drove operational success and maintained organizational reputation of World Class service by leading all quality assurance initiatives for 7 BPO Contact Centers, in 17 locations across 3 continents. Headed sales and customer service activities ensuring fast issue resolution and well-trained teams to deliver unwavering service. Consistently achieved a positive customer experience, NPS/ACS, retention, FCR results. Produced and implemented gap analysis project plans across sites. Led four Verizon offshore field operations managers, offering guidance and mentorship.Triggered significant improvements in sales and service call handling by collaborating with partner to identify gaps, define KPIs and create action plans to overcome barriers; received 2016 Spotlight Award for dedication to ongoing effectiveness of KPI call.Improved BPO system usage compliance (10%), sourced new leadership opportunities and improved training and employee engagement by reviewing procedures and collaborating with partners through onsite visits.Pinpointed gaps at 7 out of 10 sites visited and implemented gap analysis project plans to achieve zero gaps across all locations within one year successfully.Delivered 80% increase in performance documentation compliance and 300 bps improvement in 5-star service delivery by developing supervisor coaching strategies and increasing supervisor knowledge of Nexedia/CallMiner for use as a daily monitoring and coaching tool.

Basking Ridge, Nj, Us

Possess a broad knowledge of call center operations to include, but not limited to, forecasting, planning, scheduling, call routing schemes, intra-day management, application of a contract (or SOW, SLA, etc.), methods and procedures, business standards, quality assurance, training delivery, staffing and hiring.Provide frequent strategy development input for operational implementation aligned with overall vendor portfolio strategy including formation of goals, priorities, action plans and communication to ensure organizational alignment.Responsible for the leadership of a work group and/or development of broad programs or projects in support of organizational or area strategies; communicates and translates functional/operational goals into team goals; manages implementation of policies and procedures.Responsible for all aspects of the development and implementation of client projects to BPOs, single point of contact for projects – concept through implementation.

Basking Ridge, Nj, Us

Enhanced the knowledge and skills of partners by authoring frontline specialist/management development curriculums and courses for internal and external MCI/Verizon business service units. I co-authored, created and implemented new hire training windowpanes for offshore partners and international agents.My key contributions include: Delivering offshore onsite training certifications, and offshore partner agent and management roundtable forums, enhancing effectiveness and leading to 30% increase in new hire sales.

Basking Ridge, Nj, Us

Piloted global vendor training platforms, trainer certifications and agent course completion reporting. I also pioneered and hosted first All-Partner Global Training Calendar call forums to integrate multi-partner best practice sharing under a single call umbrella. Fostered 25% increase in sales close rates through creating vendor back-office fall-out order curriculum.

Owned the daily operation of a 600 seat inbound/outbound sales and service contact center for MCI. 2000 - Winner of the APAC Pinnacle Award - Top 1% of Management - Performance Excellence, Leadership and Achievement