Karen Simpson
VP, Business Development at TelAffects- Claim this Profile
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Bio
Credentials
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Emotional Intelligence Specialist
Daniel Goleman EI Coaching & TrainingJan, 2020- Nov, 2024 -
Certified Professional Life Coach (CPLC)
Christian Coach InstituteDec, 2014- Nov, 2024 -
Six Sigma Green Belt (CSSGB)
Bank of AmericaDec, 2003- Nov, 2024
Experience
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TelAffects
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United States
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Advertising Services
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1 - 100 Employee
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VP, Business Development
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Jan 2021 - Present
I am the VP of Business Development at TelAffects, reporting to the CEO. Responsible for growing our company through client relationships and enabling us to become the most trusted partner for delivering unmatched results in marketing, sales, and service. I love engaging with business leaders to learn about their company’s products/services, and how they acquire, retain, support, and expand their customer relationships. To collaborate and explore ways to optimize their customers’ end-to-end lifecycle through an appropriately matched experience at key decision points and opportunities to increase revenue, reduce losses and avoid expense. We identify conversations that need a skilled human touch (emotional and intellectual) that’s guided by science. Our boutique firm solves these with a blend of intelligent people, processes, and technologies that generates high value. Before moving into this role in July 2023, I launched the Service division of TelAffects as Senior Director of Operations and grew our virtual, at-home workforce to 300 specialists and 40 leaders. In January 2021, we scheduled some of the first COVID-19 vaccinations in the state of Florida. Since June 2021, our talented team continues to serve as an extension of a prestigious Energy company, handling customer service and cross-sell/up-sell revenue inbound phone calls. Prior to joining TelAffects, my career focused on managing every business aspect of contact center operations, P&L, strategic planning, initiatives, and technology systems. And best of all, leading amazing people and high-performing teams who make it happen every day. With 25+ years of experience driving operational excellence at Bank of America, Waste Management, and NetBank, plus starting my own leadership coaching business in 2018, I enjoy applying a depth of acquired knowledge and skills while continuously learning about our clients’ businesses and market trends across a broad spectrum of industries and verticals. Show less
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Out Front Agency
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Jacksonville, Florida Area
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Managing Owner
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Aug 2017 - Present
Leveraging years of corporate experience and expertise, I provide professional coaching and consulting to small-medium sized businesses and their management teams with a focus on developing leadership skills and increasing performance results. I also partner with individuals, primarily Wealth Management Financial Advisors, who seek one-on-one coaching to bolster their sales and management skillsets for achievement of personal and professional goals. Offer customized management skill training curriculum design, development and facilitation of inspired learning workshops. Show less
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WM
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United States
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Environmental Services
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700 & Above Employee
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Senior Director
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May 2016 - Jul 2017
In this role, I led the Northern Tier of the Customer Service call center organization consisting of 500 employees in seven locations across North America who handled 5MM residential and commercial customer contacts a year via inbound phone, email and chat. Each location supported a designated Market Area representing $1B in business. Part of my role included internal client relationship management with the "CEO" of each Market Area.Directly managed seven Senior Managers with twenty supervisors, placing a top priority on developing leadership strengths through coaching and mentoring. Established disciplined management routines and created fun engagement activities to sustain results. Traveled extensively conducting on-site visits. Exceeded goals for agent productivity, quality and retention; customer satisfaction and retention; inside sales growth of $200MM. Managed seasonal hiring spikes of 30% while continuously improving performance results through data analysis and coaching to behaviors that drive results. Show less
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Senior Director
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Jul 2013 - Apr 2016
When I joined Waste Management, I established a new shared-services department within the Customer Service organization with national responsibility for strategic planning, change management governance and project management. Led transformative initiatives: VOIP, website and IVR self-service, enterprise Knowledge Management tools and call center consolidations. My team owned core call center operational processes (resource planning, scheduling and production support) for 1,500 employees who handled 16MM customer interactions a year in twenty locations.At their annual conference in 2015, NICE awarded our Waste Management Customer Experience and IT leadership team with an Innovation Award for our customized development of a Performance Management and Coaching tool that we deployed with standardized coaching processes and supervisor training that maximized adoption and achieved results. Show less
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Bank of America
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United States
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Banking
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700 & Above Employee
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SVP, Business Operations Executive
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Feb 2011 - Feb 2012
As Business Operations Executive within Bank of America’s consumer and small business contact centers, I had national responsibility for a portfolio of strategic programs focused on improving the customer experience during 800MM annual interactions and increasing the productivity and effectiveness of 18,000 employees. Portfolio consisted of 325 projects with a $300MM technology budget and a 3year commitment to reduce operating costs by $900MM. Established governance processes and frameworks for project management, status reporting and communications to all levels of the organization. Achieved 120% project completion and benefit realization against first year target with minimal technology spend before electing to transition into another role. Created a parallel continuous improvement program that gathered over 2,000 employee ideas for quick, procedural fixes; 50 ideas were implemented within 90 days. Show less
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SVP, Business Support Executive
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Jul 2008 - Jan 2011
As Business Support Executive for Bank of America’s South Region consumer and small business contact centers, comprised of nine domestic locations and over 3,000 employees, was accountable for strategic planning and continuous performance improvements. Nine direct reports, one manager in each location, created data analysis and reporting tools; standardized management routines and coaching techniques that enabled South Region to consistently exceed performance targets.
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Education
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Terry Parker High School
High School Diploma -
University of North Florida
Undergraduate Studies, Mathematics
Community
