Todd Helmick Email & Phone Number

Management Profile: - Workforce Management- BPO Site & Software Implementation- Contact Center Operations- Customer Experience- Vendor Management- BPO- Customer RetentionCreative, highly accomplished manager with thirty-plus years complete end-to-end contact center operations experience. Solid leadership skills, with emphasis on driving progress and efficiency using analytics and collaborative execution. Successful with launching and managing in-source & BPO models, both client & vendor sides, brick & mortar and Work at Home, domestic, near shore, Canadian, Philippines & India contact centers. Experienced with Aspect eWFM, NICE, Five9, Genesys, IEX, Verint & other proprietary WFO/ACD solutionsCore Competencies:• Cross Functional Leadership• Multi-Project Management• Root Cause Process Improvement• Service Failure Resolution• Vendor/Client Relations• Solution-Driven Data Analysis • Collaborative Management Style• Change Management• Online Initiatives• IVR Configuration