My Experience
General management highlights
General management highlights
- 25+ years of global business experience in the US, Asia and Eastern Europe
- 17+ years in customer relations, customer experience and business process outsourcing (BPO) industries
- Thrive on challenges
- Strong on mentorship and team development
- Bottom-line mentality with a process and people focus
- Comfortable with technology at all levels
- Thought leadership on the evolution of social media, web and mobile as customer interaction channels, frequent contributor to the leading industry research, popular conference speaker
Highlights from my call center management and consulting career
- Over 17 years of call center, customer experience and customer support management, half of them in the US market
- Launched and supervised call center programs for the leading US Fortune-100 companies (over 1,000 agent seats)
- Developed and implemented KPI-based balanced scorecard system
- Designed call center quality assurance programs and customer satisfaction programs
- Developed call routing logic, IVR and self-service processes
- Managed call center site selection and logistics
- Improved call center efficiency and the overall economics
- Redesigned people training and motivation programs
- Managed technology implementations (ACD, IVR, CRM, WFM, QM/QA, CSAT, e-channels, voice analytics, BI tools)
Industry verticals experience in customer interaction
- Banking and Financial services (sales and customer service)
- Telecom - mobile and landline voice (customer service, technical support)
- Broadband data internet services (sales, customer service and retention)
- Consumer electronics, computer technology and equipment (sales, technical support – levels 1 and 2)
- Online shopping, consumer goods (inbound sales, order management)
- Travel services (inbound sales, customer service)
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