Wes Powell Email & Phone Number

Leading customer service operations for KnitWell Group brands including Ann Taylor, Loft, Lane Bryant, Talbots, Haven Well Within, Chico's, White House Black Market, and Soma

Hingham, Ma, Us

Identifying, driving and leading the customer sales and service strategy and operations for Talbots including the sales, service, rewards card and proprietary credit card services in the multi-channel contact center. Contact channels include Facebook, Chat, E-mail, and Phone. Responsibility for the 4-wall sales and service contact center in Knoxville, TN and vendor third party relationship and performance. $13M P&L accountability annually.Accomplishments include the following: Established a sales culture with scorecard and stack ranking methodologies, enhanced sales training to maximize revenue on every contact (sales and service), drove an 84 basis point improvement in conversion rates YOY valued at $1.6M incrementally, reduced abandon rates by 100 basis points or a 13% improvement, reduced cost per call by $.24 or a 6.7% improvement YOY, improved add-on sales performance by 470 basis points YOY or a 141% improvement, and achieved an attrition rate of less than 13% annually (1% monthly).Created an industry-leading experience for customers on the Talbots Facebook page where we not only interacted with customers but leveraged our contact to facilitate sales across the Enterprise and to recover service issues, ultimately enhancing the customer's experience and improving Brand image from a sales and service perspective.

Jericho, New York, Us

Leading the customer experience organization at 1800Flowers for the Gourmet Food and Gift Basket (GFGB) category to achieve the brand SLAs including a Home Agent and 3rd Party Network that ramps to 650 FTE in peak season. Managing all agents that interact with GFGB customers across multiple geographic call-taking sites including a proprietary Home Agent Network and Third Party Outsourcers. Developing the customer contact and relationship strategy including the strategy to improve the customer experience for the GFGB Brands.Leading a retail specialty sales team that contributes to food sales of over $80M annually.

Chicago, Il, Us

Identifies, plans and coordinates the Call Center strategy by working collaboratively with the Call Center Business Directors and the Vice-President of Operations directly. Develops the executive business case, presents the case to the CFO and CEO and obtains the necessary resources including IT and Capital financing to fund and support the strategic initiative. Implements the project or strategic initiative by managing the Project Management Organization resources on the Call Center Portfolio Team.

Chicago, Il, Us

Responsible for leading a national multi-site call center organization with 10 sites, 58 managers, and 720 associates providing both inbound and outbound phone support for customers looking for post-purchase support of Home Applicances, Electronics, or Home Improvement items. Saved over $1.5M in expenses against 2006 Plan, reduced consumer concession expense by 50% year over year, and achieved the best quality scores of all businesses in 2006. Experience in leading site closure projects and in working on the CEO's Executive Steering committee for improving product quality.

Chicago, Il, Us

Successfully led two call center sites in San Antonio, Texas, one inbound and one outbound site with 5 department managers, 35 front-line team managers, and 600 hourly associates. Saved well over a million dollars in expense by improving call handling efficiencies and delivered $31M in sales revenue from add on phone sales achieving 113% to goal. Won the Chairman's High Performing Team award for achieving and exceeding annual revenue goals. Improved attrition from 120% to 48% from February to December 2004. Consistently led the nation in the lowest cost per call performance in 2004 servicing 12 million customer contacts annually.

Chicago, Il, Us

Successfully led the Home Services site in Tempe, AZ with a team of 34 managers and 460 associates. Won the Vice-President's Great Performance Award in 2002 for excellent productivity and returns in the Sears Home Services business. Won the national Cross-Sell Cup finishing first in Preventative Maintenance sales in March, April and August 2003. Improved attrition 40% YOY in '01 to '02 and 32% YOY in '02 to '03. Sold over $2 MM in preventative maintenance service in 2002 and 2003 combined. Saved $4 MM in actual cost vs. operating plan in 2003Improved customer loyalty scores from 70% to 90% in '03 vs. '02

Chicago, Il, Us

Successfully led a team of credit customer service agents including 3 department managers, 20 front-line team managers and 250 agents servicing customer service questions, credit authorizations and inquiries from Sears Credit consumers. Executed daily Sears Card Account Service operations delivering high-quality service within targeted ASAs and driving up sell revenue. Led the nation in inbound sales for three consecutive months. Developed and piloted a new inbound call model for improved focus on quality.

Chicago, Il, Us

Successfully led a team of 220 agents, 20 managers, and 3 department managers in collecting credit card debt in the 30 - 120 day range. Led the nation for 3 consecutive months in collection results in 30-120 buckets. Won CEO's National award for development of Leadership for Business Results. Ensured collection group adhered to national collection policies and laws. Developed and implemented dialing strategies on the Mosaix outbound dialer to maximize customer contact. Built and trained a management operating system that maximized customer payment size and drove improved collection results

Chicago, Il, Us

Successfully managed 80 skip-tracing associates and 6 Team Managers and achieved company-best results in finding valid customer phone numbers. Consistently ranked in the top three vs. other skip-tracing departments nationally in collection results and accounts cycled back online. Was instrumental in identifying best practices in skip-tracing and shared those with other departments. Scheduled work hours, resolved conflicts, and determined salaries for the department.

Master'S Certificate, Project Management

B.B.A., Marketing

A.A. Management, Management And Marketing