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Click here or scroll down to respond to this candidateCandidate's Name
Norwalk, CT PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLECUSTOMER CONTACT CENTER TRANSFORMATIONVisionary strategic CX leader with inside sales, service excellence, operations, customer retention and personalization experience. Strategic planning expert working with inbound and outbound high volume call center environments to improve the customer experience. Skilled in BPO outsource partner development, contract and negotiations, technology reengineering, global response, and business continuity planning. Cross functional initiative executions and implementations. Pragmatic leader who thrives in a fast paced, rapidly growing or start up environment, creates and exceeds performance standards and builds world class teams while creating a positive work environment with high morale and low turnover. CORE COMPETENCIESCustomer First Focus Employee Engagement BPO Vendor Management Operations Management P&L Management Cross-Functional Team Leadership Process Improvements Change Management PROFESSIONAL EXPERIENCERB CONSULTING SERVICES February 2023 PresentSupporting all aspects of contact center operations and customer service. We provide expertise in all key areas that drive the success of a customer contact operation including performance and productivity improvement, technology innovation and platform integration, outsourcing strategies, and business continuity planning. TAUCK, INC., Wilton, CT August 2013 September 2022 A family-owned travel company for over 97 years, with journeys across 7 continents, in over 100 destinations and to 70+ countries providing memorable travel experiences. Call Center Leader, Reservations Sales and Service Accountable for 100 seat call center and back-office operations for pre and post tour customer experience. Spearheaded initiatives to achieve positive customer experiences and outcomes including Travel App, CRM enhancements, financial document redesign and call center e-business omni-channel road map strategy. Led development and directed strategy for operational restructurings that supported vast swings in business environment, including sourcing, negotiating and implementing outsource surge protection overflow and Global Response models. Accountable for customer facing initiatives that led to a 60% customer retention rate. Selected and deployed state of the art call center technologies. Workforce management, Call recording, Knowledgebase, Call routing, IVR and CTI. Transformed Groups sales and service model which increased passenger sales by over 30%. Led change management of individual and team metrics that improved service levels and quality. Championed talent identification and leadership development. Built best-in-class teams. CRYSTAL ROCK, LLC, Watertown, CT January 2012 January 2013 Largest independent home and office distributor of its kind in the United States, markets water, coffee, refreshments and home and office products throughout the northeast. Director, Customer Care and Inside Sales - Contract Re-engineered sales compensation and quality metric programs, developed up-sell/cross sell and incentive programs and departmental growth strategy and solution. Business lead for Salesforce implementation. Candidate's Name EMAIL AVAILABLE Page TwoNESTLE WATERS DIRECT, NA. Stamford, CT September 2010 December 2011 The largest bottled water company in the United States. Brands include Nestle Pure Life, Poland Spring, Arrowhead, Ozarka, Deer Park, and Zephyrhills.Senior Marketing / National Customer Experience Leader Contract Increased residential customer retention 30% in 4 months with stick rates and profitability at or better than base customer rates. Introduced a successful win-back program that produced over 1,100 customer win-backs and grew win-back revenue 100%. Implemented initiatives to improve customer experience including NPS and CSAT feedback. INTEGRATED AVENUE, LLC, Darien, CT June 2007 November 2010 End-to-end ecommerce solution provider of web design and development, and e-marketing initiatives. PartnerSample clients included: Cuisinart, Lifetime Brands, Verde energy, Teva Pharmaceutical. HEALTH NET, INC., Shelton, CT April 2003 - June 2007 One of nations largest publicly traded managed health care companies, providing HMO and PPO health benefits to 6.3 million in 15 states through group, individual, Medicare, Medicaid and TRICARE programs. Director, National Service Excellence, Contact Center Strategy and Development Developed, and began to implement a 3-year phased customer intimate, contact center strategy. Proposed, implemented and managed outsourced call center resource solution. Decreased agent cost by 40%. Generated year 1 savings of over $2mm.ADDITIONAL RELEVANT EXPERIENCEHOME-LINK INCORPORATED, Shelton, CT Executive Vice President National Call Center Sales$3 million venture capital backed unique marketing company that simplifies process of buying, selling and moving into a new home. Provides personalized, value-added service and convenience to homeowners. Improved agent efficiencies by over 50% in just 3 months. Introduced lead generation model and increased close ratio 25%.ISOLVE INCORPORATED, Stamford, CT Senior Vice President New Business Development / Operation s Off-line and on-line venture capital backed barter trading firm providing total surplus inventory solutions. Spearheaded global sales effort. Built and managed corporate e-customer care environment. Built corporate alliances and 15 new business partnerships in 8 months. CENDANT CORPORATION, Stamford, CT - Vice President Member Services A $6 billion global direct marketing provider of consumer and business services. Accountable for all daily aspects and retention efforts of 200 sales and service agents. Moved level to 30% retention resell rate with 32% annual stick rate diving saved membership revenue to greater than $10million a year.EDUCATION PROFESSIONAL ASSOCIATIONSMaster of Business Administration (MBA) - University of New Haven, New Haven, CT Bachelor of Science (BS), Business Administration - Central Connecticut State University, New Britain, CT Senior Home Safety Specialist Certification (SHSS) - 2024 Age Safe America, LLC Project Management - Kepner Tregoe, Customer Experience Management (CX): Masterclass 2022 Udemy, Inc. Salesforce Essential Training - LinkedIn Learning |
