Executive Leadership Development, Strategy, Customer Experience, Voice of Employee, Problem Solving, Solution Design, Vendor Management, Strategic Partner Relationship, Training, Quality, Workforce Management, Reporting / Analytics, P&L Budgeting and Improvement, KPI Design, Operational Delivery, Business Process Improvement, Contact Center Technology, Business Management, Customer Life Cycle (Sales, Services & Collections) & Project Implementation.
Background and Expertise
Steve has been in the contact center industry for 20+ years with experience in several departments such as Operations, Client Services / Account Management, Training, Quality / Compliance, Workforce Management, Reporting & Analytics, Client Solution Design, Business Development and has oversight / strategic partnership within Human Resources, IT and Finance. He has a strong background in problem solving, solution design and implementation across all departments and stages of the customer life cycle. Steve’s unique solution process comes from experience with BPOs but also client that outsourced and managed BPOs.
Steve’s solution-oriented and collaborative approach stems from his full spectrum experience as an agent to the contact center executive level where he has been responsible for the delivery of strategic business objectives. He maintains a commitment to detailed and clear communication and has a strong passion for mentorship and educating, which is reflected in his approach to solving client challenges. He has been recognized for his team leadership skills from small groups to the full enterprise and works collaboratively with his team to achieve established goals and objectives.
Steve’s record of accomplishments start with delivering strong operational and financial results. By using his cross functional experience, he develops strong functioning teams with laser focus on delivering solutions that obtain the business objectives. Steve has Sales, Service and Collections experience via Inbound and Outbound communication channels. He has developed, implemented, managed and transitioned budgets, strategies / programs that grew revenues, decreased churn, improved roll & liquidation rates and improved employee and customer experience metrics. Steve has recently spoken at a number of conferences on Customer Experience and Customer Journey Mapping. His specific achievements in the past few years include expanding annual revenue 6%, increasing sales per hour by 10%, implementation / improvement of NPS by 233% and built pricing models that improved revenue while enhancing ROI for clients yielding 8% YOY EBITDA growth.