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