Will Holloway Email & Phone Number

Santa Ana, Cr

Denver, Co, Us

As the Head of Innovation & Automation, I am passionate about leveraging cutting-edge technologies and methodologies to drive continuous improvement. By cultivating a culture of exploration and collaboration, we enable breakthrough solutions that redefine industry standards and create raving fans of our customers and agents.Guiding an exceptional team of high-performing advanced analysts, data scientists, automation developers, and business process managers, I am dedicated to driving operational excellence, reducing internal employee effort, and fostering long-term customer loyalty. Together, we strive to optimize Global Operations and elevate experiences to new heights.Orchestrating three key functions: Customer/Agent Insights, Robotics & Process Automation, and Financial/Workforce Planning. By aligning these areas, I orchestrate transformative initiatives that enhance customer journeys, streamline processes, and drive strategic decision-making.Leveraging advanced journey analytics platforms, we deliver actionable insights and findings that shape the customer and agent experience across all channels. By understanding the entire journey, we can identify pain points, areas of improvement, and opportunities to create memorable interactions.

Denver, Co, Us

Operations business leader focused on expanding self-service offerings, improving success, and optimizing the customer experience for consumer and agent products. Developing the correct omni-channel approach to supporting our unique customer base and relying on the natural customer journey to understand behaviors, intent, and outcomes.

Greenwood Village, Colorado, Us

Serving BryterCX by educating prospects to the value of data firstanalytics solutions. Providing a consultant’s approach to tailor offerings andplans exceeding the client’s expectations. Develop a true partnership fromeducation to acquisition, establishing the proper program foundation.

Greenwood Village, Colorado, Us

As part of the executive team, I work with our C-Suite, board members, and product development teams to create the company’s vision and product road map for a suite of customer experience-centric data analytics and business intelligence platforms.In supporting that road map, I serve as a trusted advisor to Fortune 100 banking, healthcare, and utility clients. It is my role to develop the consulting strategy while leading a cross-functional team in analyzing data, ideating process improvements and implementing solutions for those clients.I liaise with cross-departmental teams throughout the organization to develop service offerings aligned with sales and marketing initiatives while creating standardized materials and documentation for client solutions. My collaboration with the product development teams helps to steer creation of marketable, sustainable, and profitable SaaS and data analytics tools that benefit users, clients, and the company through a unique and clear value proposition.While leading our customer experience team, I also own multiple enterprise and marquee client accounts, designing and delivering comprehensive customer journey solutions that address root cause challenges and service failures. I also manage client relationships and overall account strategy for a business portfolio valued at nearly $6M annually, leveraging business intelligence data to inform areas of improvement in customer service operations.With a heavy focus on client education, I’m proud of the digital transformations and change management opportunities we’ve supported for clients through improved data management capabilities and best practices that have also instilled paradigm shifts through adoption of a data-enabled mindset. This shift has allowed us to champion vital process automation and streamlined operations that improve the customer experience, reduce clients’ operating costs, and drive positive revenue generation.

I led analytics engagements and managed client journey programs for Fortune 100 companies and enterprise clients by partnering with analysts and team managers to deliver actionable insights focused on elevating the customer experience. I collaborated with other external management consulting firms, including McKinsey & Company, Capgemini, and KPMG, to advise clients in cost-benefit analyses and the execution of journey solutions and technology. Through these efforts, I played a key role in reducing operating costs caused by underperforming customer-facing processes, and streamlining operations through case prioritization, impact assessments, and implementation strategies.

As an analyst, I reviewed customer contact and service methodologies to identify omnichannel improvements that elevated customer experience through improved customer journeys and mapping of self-serve processes and programs. I also spearheaded the organization’s product training and enablement program to certify internal trainers and create cohesion within the client training initiatives.

In my first role at ClickFox, I performed business-oriented analysis on customer-provided data sets across various industry verticals, developing dashboards and KPIs for visualization of under-performing processes impacting operations, capacity, and cost. By conducting situational assessments, I understood customer behaviors, primarily around self-service tasks and products, while also providing UAT testing for the enterprise analytics platform.

Bachelor Of Business Administration, Management

Bachelor Of Business Administration (B.B.A.)