Master's degree in Leadership and Management. 20 years experience in contact center operations and customer experience research, survey design and analysis.
I have 20 years of experience working in contact and call center operations in both the private and public sector. From workforce planning, reporting, traffic, agent relations and management and vendor relations.
I have 20 years experience in Customer Experience management. I have designed surveys for the private and public sector related to customer satisfaction, employee engagement, and process improvement/operations.
I have been responsible for the recruitment and hiring of staff ranging from entry level customer and technical support to management staff. I can provide interview coaching to help you get the job of your dreams.
I have been successful in finding vendors and building new partnerships with other companies at conferences geared towards call and contact centers. Be creative in the types of conferences you look for, some of my best networking has been done at vendor conferences for contact center specific software suites.