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Profile

A Contact Center SME - specializing in Center of Excellence design, KPI bench-marking, and performance optimization (single and multi-site locations). Industry experience includes Retail, Telecom and Utility (sales, service and technical support) in an on, near or off shore environment - BPO/MSO. Managerial experience includes VP Customer Experience, Sr Director Multi-Site Customer Service and Network Operations - responsible for multi-million dollar sales via contracts, budgets, process improvements and overall strategic planning.


Personality trait is ENTJ based on Myers Briggs MBTI - Manages by objective, Compassionate yet decisive, Prides self in managing processes and leading people, and Understands the value in TEAM - (Together Everyone Achieves More).

CONTACT ME

for an appointment

(850) 207-2503

Resume

Ron Nelson

Copyright 2013. Ronald Nelson. All rights reserved.

Positions Held

VP / GM / Multi-Site Director / Site Operations Manager / Center Manager / Supervisor / Trainer

Objective

To optimize contact center operations (sales, service, and technical support) .

This would include start-ups, acquisitions and Business Process Outsourcing organizations. 


Senior Executive - Contact Center Operations

Skill Sets / Core Competencies

  • All aspects of Contact Center  Operations (Customer Service & Network Operations)

  • Budget Administration (Fiscal Year Capital and Expense and/or Margin Maintenance)

  • Coaching and Development (DAP, CAP and PIP)

  • ​Data Analytics (Financial System reporting)

  • Employee Engagement (Recognition and Succession Planning)

  • Multi-Channel Management (IVR / Web / Phone and Chat / Skill-Based Routing)

  • Process Improvement / Customer Experience (Optimal Productivity and Call Quality)