Experience

Contact Center Consulting Group

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Partner

  • May 2021 - Present

  We serve any organization that is considering an outsource contact center strategy for their business. Clients look to Contact Center Consulting Group when:* You want to save time by starting the conversation with a few outsource providers that are already vetted and known.* When Google, LinkedIn and the people you know, point you to an ever-increasing number of outsourcing options that all look and sound the same.* They are trying to make the decision to outsource or stay in-house and need an expert that fully understands both sides of the business.* Your current provider has failed to deliver what they promised in the sales presentation.



Customer Elation

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Vice President of Call Center Operations

  • Oct 2010 - Oct 2021

  I joined Customer Elation at a time when it was experiencing uncharted growth with the recent acquisition of a 200+ seat outsourcing client. Over the course of the next few years we grew to over 500 customer service representatives across 9 locations. During this time we developed processes, implemented home grown technology and wrapped them with a culture of discipline. Our focus on developing platinum customer service representatives that consistently provided amazing customer experiences, the right answers, high value, for many recognizable complex brands. Most outsourcing companies would have been challenged to provide this type of high profile and technically challenging support, the Customer Elation Team took pride in differentiating ourselves from others in the industry. This was accomplished by leaders that gave their heart before asking for a hand, ongoing employee development programs that went well beyond simple scripting and a culture that focused on multiplying our teams are the "golden nuggets" of our success. The result was our ability to multiply and grow our business with an engaged team of employees that embraced our "golden rule" attitude towards service. The end result is that we never loose customers as a contact center leader.



Midwest Contact Center

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• Call Center Director

  • Jun 2000 - Sep 2010

  A great opportunity to continue my leadership, customer experience and technology journey. During my final decade at Taylor Corporation I had the opportunity to lead a great group of customer service representatives and leaders as we ushered in a new era of customer experience for our division and corporation with the launch of cutting edge technology, processes that were leveraged from operations and contact centers in other industries that all led to setting new standards of customer experience for over a thousand big box clients such as Office Depot, Staples and Office Max clients. Eventually our internal best practices were used across Taylor Corporation as we launched into enterprise solutions that remain in place a decade later.



Taylor Corporation

• United States
• Printing Services
• 700 & Above Employee

• Operations Leader

  • Oct 1986 - May 2000

  The start of my leadership career in operations allowed me the opportunity to develop my foundation in leadership. I learned the importance of building quality relationships with my team, processes, production, and of course profitability the end game... the source of revenue. During this time I discovered the importance of disciplined processes, the meaning of lean, teamwork, and back-office customer service often serving our customer service team to deliver amazing customer experiences long before I would navigate my way to the contact center industry.