Travis Page Email & Phone Number

Irving, Texas

Responsible for all financial forecasting and project management related to Revenue and Cost components for BPO clients, including price case modeling, PnL management, hiring ramp planning, and executive financial reviews.

Serve as client liaison to IBM managed call centers ensuring all aspects of delivery are executed to client satisfaction, including operational targets, client directed programs, and functional area roll outs.

Manage all aspects of guest relations and camp registrations for summer camp and programmed retreat offerings. Train and equip guest services specialists to provide support services to guests relative to registrations, billing, and general camp inquiries.

Managed the delivery of internal and external client customer service operations with teams of over 100 focused on customer experience through pursuit of operational quality and customer satisfaction. Administered all HR programs as line-manager, including hiring, professional development, and salary/incentive programs.

Identified and developed new business processes, writing desk level work instructions, training support staff, monitoring steady state, and reporting results through business analytics.

Provided subject matter expertise, coaching, escalation support and mentoring to customer service representatives while monitoring service level objectives to ensure targets attained in areas of quality, call metrics, and case documentation.

Accountable for administrative support to internal and external customers regarding hardware break/fix service requests, coordinating the entitlement and scheduling of service requests for engineers across the US.