Terry Lang Email & Phone Number

Auburn Hills, MI, US

FindYourTravelDeals.com provides vetted self-service and hosted full-service travel arrangements.

Troy, MI, US

I oversee the ongoing advancement of Customer Experience for this growing education benefit management company, its contact center and transaction processing staffs. We are transforming the customer experience starting with a state-of-the-art, voice-based telephone system (#USAN with #Amazon Connect) and using that data firehose to provide actionable.

For over 10 years, I have been leveraging my extensive customer-facing operational experience and technical acumen to inform customer experience innovation. I special in contact center and call center modernization planning and execution including the move from on-premise to cloud, operational efficiency design and building the "customer segment of one."

Dallas, TX, US

• Led a customer service transformation deploying the latest contact center and customer service technologies including cloud-based telephony and quality assurance, voice biometrics, robotic process automation.
• Provide leadership and set operational vision and goals for Customer Contact Center Operations ensuring that all activities directly align with department and corporate goals.
• Develop strategic and tactical proposals for the department to support company initiatives in the areas of technology, process improvement, compliance, customer service, and service delivery.
• Provide leadership, direction, and set goals for the Workforce Management program and team.
• Manage all technologies utilized in the Customer Contact Center including workstations / servers, telecommunications, workforce management, audio visual, call recording, CRM, and IVRs.
• Responsible for managing the Customer Contact Center project portfolio, prioritization, resource allocation, and engagement.

Troy, MI, US

Partner with internal and external stakeholders to identify opportunities to streamline operational processes, improve service delivery quality and reduce operating costs. Lead product design and re-engineering efforts to continually improve the web-based customer experience.

Southfield, MI, US

Driving to minimize loan portfolio losses through automotive collateral repossession throughout the United States for a leading subprime automotive lender. Manage a network of independent contractors and in-house skip trace specialists to generate $45MM annual contribution to corporate success.Key achievements include a complete reorganization of operating.

Mclean, Virginia, US

Responsible for providing strategic direction regarding operational process design within existing and new business lines. Act as the company’s SME in call center staffing, design and process re-engineering. Also responsible for mentoring associate analysts and providing feedback on their work products.Key achievements include the design of a new product.

Troy, MI, US

Senior Business AnalystNovember, 2003 – April, 2006Conduct joint application development meetings to assess customer needs and requirements during new implementations or product/service enhancements. Developed functional specifications, functional and user acceptance test plans.Recommend global product and service enhancements based on broad customer.

Auburn Hills, Michigan, US

Implemented changes to an operating profit center to increase revenue by 20% and facilitated the merging of departmental-specific business systems during the acquisition of two additional managed properties.Managed all operational and administrative functions of a $6 million annual cash receipt business including day-to-day human resource activities, and.

Master Of Science In Management, Management

Bachelor Of General Studies, Management, Communication Arts, Sociology