Veronica C. Armstrong, Mba Email & Phone Number

Phoenix, Arizona, Us

Expert in CX Optimization: Specialize in enhancing customer experience through innovative technology solutions tailored for contact centers.End-to-end Project Management: Manage comprehensive sourcing projects, including documenting client requirements, building RFPs, and ensuring timely delivery.Vendor Liaison: Pre-screen and collaborate with top-tier vendors to deliver the best solutions while shielding clients from sales calls.Strategic Consulting: Provide expert advice on CX strategies, automation, AI integration, and workforce optimization.Client-Centric Approach: Build and maintain strong client relationships, delivering customized strategies that meet their unique needs.Continuous Improvement: Stay ahead of industry trends to offer cutting-edge solutions and drive efficiency

As a Fractional COO for Lape Farms, I play a strategic role in overseeing daily operations, focusing on optimizing supply chain processes and ensuring strict compliance with industry regulations. My expertise in executive operations is applied to enhance productivity, improve performance, and strategically reduce costs. Working with the executive leadership, I aim to align business strategies, streamline workflows, and support sustainable expansion within the dynamic cannabis market. This role leverages my specialized skills to provide operational leadership and insight, driving efficiency and growth in a competitive landscape.

As a seasoned executive coach and consultant, I specialize in elevating the performance of mid-level leaders, seasoned executives, and driven entrepreneurs. Leveraging my certification as a Gallup Certified Strengths Coach and a Predictive Index Practitioner, my approach is uniquely data-driven and personalized, focusing on harnessing individual strengths and strategic insights to propel leadership effectiveness and business outcomes. Beyond leadership coaching, I offer operations consulting, blending analytical acumen with in-depth industry knowledge to optimize organizational efficiency and scalability. My mission is to facilitate sustainable growth and transformative leadership, empowering you to achieve peak professional excellence and drive your organization forward.

Chicago, Illinois, Us

Spearheaded the strategic development and operational excellence of call center operations in the Phoenix area. My role was central in leading teams responsible for patient appointment inquiries, and ensuring urgent and compassionate responses. I focused on creating best-in-class practices to drive optimal patient conversion and satisfaction, managing key performance indicators and implementing effective scheduling practices.My leadership extended to developing a strong, sustainable team culture, aligning with the company's vision and values, and working across the organization to foster continuous improvement. I was accountable for departmental staffing, budget management, and enhancing customer support solutions while staying attuned to emerging business trends. Through innovative approaches and a commitment to excellence, I played a pivotal role in driving the organization's success and impacting positive change.

Philadelphia, Pennsylvania, Us

Led the strategic and operational management of centralized reservation channels, including call centers and electronic distribution functions. My role encompassed developing long-term strategies and short-term tactics to enhance efficiencies, revenue generation, and employee engagement. I oversaw all facets of call center management, from inbound sales and customer service to quality assurance, workforce management, and vendor relations.Key initiatives under my leadership included driving technological advancements with the installation of an integrated multi-channel communications platform, collaborating closely with sales, marketing, and revenue management teams to support property initiatives, and implementing robust training and development programs for employees.My responsibilities extended to budget development, maintaining vendor relationships, and delivering presentations on operational performance to senior leadership. I was instrumental in establishing service levels, managing compensation and incentive programs, and partnering with revenue management to optimize property revenue processes.With a strong focus on continuous improvement, I worked closely with IT for internal reporting processes and automation opportunities, driving developments and enhancements to central reservations systems. My role required a blend of strong leadership, effective communication, and analytical skills, all aimed at achieving operational excellence and driving revenue in Aramark's leisure division.

Scottsdale, Arizona, Us

Led Inbound and Outbound Sales & Operations for one of the largest cruise and travel agencies in the United States. Responsibilities included P&L management, selection, training, development and leadership of 350+ call center sales employees booking over $62MM in annual sales out of 2 sites.

Atlanta, Georgia, Us

- Drove sales appointments to the outside sales team and collaborated with both marketing and outside sales to develop strategies, goals and objectives- Monitored and managed a $4.2M budget and 70+ staff members - Developed goals and operational procedures to ensure sales targets were achieved and/or exceeded which led to a 76% increase in sales appointments and 63% increase in volume of new home purchases - Analyzed reporting, delegated work, ensured appropriate staffing levels were met, developed and coached leadership team and communicated objectives and results to both senior leadership and outside sales - Developed and implemented cost-cutting strategies that reduced operational expenses by 54% - Selected and implemented a cloud contact center platform that improved inbound call handling, call routing capabilities and service levels across 700+ new home communities across the U.S.

Valley Forge, Pa, Us

- Developed and implemented continuous improvement strategies to increase both service delivery efficiency and customer satisfaction - Managed call center “KPIs” to evaluate productivity, achieved high performance standards while staying within budget guidelines and created a work environment supporting a high degree of professionalism, enthusiasm and teamwork - Hired and trained supervisors and contact center staff of 100+ team members - Oversaw inbound customer service staff that supported 401k clients, managed the staff to support phone activity between clients and agents to ensure quality interactions and superior customer service were being delivered also both coached and developed direct reports - Developed and implemented strategies that generated a 3.5% improvement in average handle time

President & COO of a family business that developed custom fragrances, soaps, etc.

San Francisco, California, Us

- Planned and directed all aspects for the new call center that specializes in inbound and outbound business-to-business telesales which included: Policies, objectives and initiatives - Oversaw all aspects of telesales operations including development of call center “KPIs” goals and strategic objectives - Administered procedures for interacting with leads and customers - Monitored the overall performance of a 100+ member internal contact center and a 100+ member external vendor - Managed a budget of $5M - Analyzed all sales and service activities to ensure goals were met, stayed abreast of current trends to identify opportunities for improvement, communicated organizational objectives to management and collaborated with marketing partners to develop and monitor strategies - Grew the department by 400% in four years

Executive Master Of Business Administration (M.B.A.), Business

Bachelor Of Arts (B.A.), Economics