consultant
Celia Thomas
Celia's Expertise:
- CX Strategy
- Operations
- Leadership
- BPO
- Project Management
Background:
Celia brings a disciplined, outcomes-driven approach shaped by more than two decades in BPO operations. Her work centers on building clarity, structure, and accountability across complex service environments. She focuses on data-informed decision-making, proactive communication, and operational transparency to ensure clients understand performance, risks, and opportunities in real time. Celia is known for strengthening execution by aligning teams, processes, and performance expectations around measurable value delivery.
Approach:
With 24 years in the BPO industry, Celia has led large-scale operations supporting both state and commercial clients. She has overseen end-to-end performance across multi-line environments, including workforce planning, quality assurance, audit readiness, and regulatory compliance. Her experience includes managing PCI requirements and federal regulatory standards, stabilizing complex delivery models, and ensuring operational consistency across diverse client programs.
Experience:
Celia has deep expertise in building and coaching high-performing teams, designing customized training programs, and implementing data-driven onboarding models that improve client outcomes. She has consistently driven SLA and KPI attainment through strong cross-functional collaboration and continuous process improvement. Her work has helped streamline feedback loops, strengthen quality programs, and elevate overall service delivery and client experience across BPO operations.