Experience

Veyer Logistics
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee
• Senior Manager - Customer Experience

  • Apr 2023 - Present


Auctane

• United States
• Software Development
• 700 & Above Employee

• Senior Manager - Vendor Operations

  • Mar 2014 - Jan 2023

  * Provide leadership and strategic direction to all BPO partners for all programs & brands including Customer Care, Technical Support, Retention, Sales, Outbound Marketing Campaigns, Chat & Email Support * Source BPO vendors that match the needs of the business, negotiate contract terms & pricing, contract governance * Establish vision, values & culture at all BPO partner sites, mentoring site leadership and fostering positive, growing & productive partnerships while driving results and performance on all KPIs. *Manage/own all hiring, training, QA, policies, processes & procedures for vendor partners and work closely with other functional areas on company objectives and new product & service launches * Manage budget and operation costs including invoice reconciliation. Provide strategic direction on call flow strategy for multiple sites, driving efficiencies, maximizing resources and reducing shrinkage and cost * Establish standards and procedures for evaluating vendor performance results, conduct weekly, monthly and quarterly business reviews with senior executives and provide operations direction on all reporting needs * Customer Experience Expert & Advocate, identifying opportunities to enhance, develop and evolve programs to ensure the best possible customer experience; manage contact trends and drivers to reduce inbound requests and transfers, driving one-call resolution and improving customer delight and CSAT * Provide leadership, coaching, development and mentorship to Customer Support team, leaders, coaches and managers both on and off-site * Consistent Top Performer for each year of service; Promoted to Senior Manager - 2018 Show less



TSC Apparel

• United States
• Retail Apparel and Fashion
• 100 - 200 Employee

• Contact Center & Website Manager

  • Dec 2011 - Mar 2014

  * Lead all aspects of call center operations including hiring, training, coaching and development for contact center team who provided sales and support to wholesale apparel customers nationwide * Managed budget, productivity and quality to ensure all KPIs were achieved and exceeded * Streamlined multiple workflow processes to maximize results, reducing AHT by 10%+ which decreased overall operating costs * Increased revenue by driving customer loyalty campaigns, implementing upselling strategies and creating customer-centric policies Show less



Clearwire

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Senior Manager - Customer Retention

  • Jan 2007 - Mar 2011

  • Manage Call Center Operations for multiple sites including 15+ team manager direct reports and 400+ indirect reports • Responsible for customer retention including developing and implementing proactive churn reduction strategies and campaigns • Develop and lead a team of Retention Managers including providing vision and leadership on save tactics and up-selling, cross-selling, staffing, scheduling, training, commissions/bonus structure, performance metrics, coaching/corrective action strategies, quality, the customer experience, employee career development and department processes and practices • Evaluate and identify opportunities to drive process improvements that positively impact the customer and employee experience and lower costs by enhancing efficiencies • Analyze customer and call center reporting for trends and implement programs to improve these metrics • Key leader in the successful launch of the Customer Retention Departments in Las Vegas, NV & Milton, FL including developing several department programs and processes. Highlights of projects led include outbound call campaigns, developing quality & audit guidelines, creation of training program, bonus/commissions structures, performance expectations, corrective action guidelines, productivity & customer interaction tracking, department reporting, customer escalation team, executive escalation team, new product and service launches and competition analysis. • Key Player in the launch of Retention teams for Clearwire Europe in Dublin, Ireland and Belfast, Northern Ireland. Show less



Nextel Partners

• Telecommunications
• 100 - 200 Employee

• Strategic Credit & Activations Manager

  • May 2005 - Jan 2007

  • Managed and developed a team of Strategic Activations Associates including establishing performance goals and accountability, providing career development and coaching and delivering corrective action when applicable • Fostered a team environment where the primary focus was the customer experience. • Prioritized customer retention by developing a clean front-end process and ensured high profile accounts were managed efficiently and accurately • Partnered with IT organization to increase departmental efficiencies through system enhancements & automation and drove prioritization by providing extensive return on investment data Show less



Macy's

• 1 - 100 Employee

• Customer Service Supervisor

  • Nov 1997 - May 2005

  • Managed, coached and trained staff of Customer Service and Billing Adjustment Associates • Completed call monitoring and account audits to ensure quality and compliance and conducted quarterly performance evaluations • Collected, evaluated and disseminated department statistics, completed daily staffing and productivity assessments and managed call center and department workflow operations • Handled escalated customer issues proficiently, participated in department and company objectives to streamline processes and enhance overall productivity Show less