Steve Corbin Email & Phone Number

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands deliver better CX with less effort, cost, time, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring – ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.

Lexington, Kentucky Area

◦ Established business strategy and objectives and managed performance for award winning, global, high-volume contact center handling 3 million contacts per year for 55 BPO clients.◦ Generated $28 million annual revenue increase, achieving 12:1 program ROI.◦ Directed data analytics and interpretation, directed resource planning, implemented standardized processes, and maximized productivity, accelerating program growth 141% year-over-year while acquiring 220,000 new customers annually.◦ Established contact center fiscal strategy, developed annual budget, analyzed P&L data, and provided reporting to reflect budgetary performance.◦ Presided over group of 11 managers, leading 4 functionally separate internal, external, and international customer-facing teams and business-to-business ventures.◦ Coordinated innovative, cross-functional Voice of the Customer project council, assessing market opportunities, identifying process improvements, and championing customer effort, experience, satisfaction, retention, and acquisition objectives.◦ Assembled and mobilized pioneering, centralized social media response team to oversee all customer review channels and supporting the entire organization.◦ Identified and analyzed key performance metrics including service level, handle time, abandon rate, quality assurance scores, schedule adherence, and agent occupancy.◦ Designed and deployed operational and financial reporting and communication strategy for delivery to executive-level leadership and company-wide stakeholders.◦ Shaped and enabled comprehensive, 24/7 global incident management team responsible for securely processing anonymous, personal, and sensitive information and supporting various departments including human resources, global security, legal, IT security, and environmental, health, and safety

Lexington, Kentucky Area

◦ Two-time AAA Diamond Award recipient: recognized for extraordinary innovation and outstanding business achievement following 2 large-scale projects with unprecedented results such as 5th nationally ranked CSAT score of 94%, 91% membership renewal rate,12% cost and 20% response time reduction per interaction, and 70% turnover rate reduction, all with no added operational cost.◦ Managed operations for Emergency Road Service and Membership Sales departments, overseeing 160 agents and 8 manager-level direct reports.◦ Standardized KPIs: customer satisfaction, service level, accuracy, and response time.