Executive & Board Leadership, Executive Leadership & Development, Strategy, Business Development, Customer Experience Strategy and Deployment, Team Building, Problem Solving, Leadership, Operational Excellence, P&L Improvement, Omni Channel/Contact Center Expertise
Background and Expertise
Wayne has been in the contact center industry for 30+ years with experience in several departments such as Workforce Management, Operations, Client Services and Program Management. He has a strong background in project management and program development leading cross-functional teams including vendors as well as internal stakeholders. He specializes in the development of employee satisfaction and performance metric strategies and initiatives.
Wayne’s thorough and meticulous approach stems from his extensive project management background. He maintains a commitment to detailed documentation and clear communication with his clients and internal team members. His passion for mentorship and educating is also reflected in his approach to 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.
Wayne has a proven track record of leading successful client implementations, technology upgrades, and reporting tool development. In his contact center career, he has overseen the management of legacy systems migration, new client implementation, office relocation initiatives, working with internal IT team and vendors to implement new apps and servers, and managing the IVR implementation for premier retailers to provider order status using automation. He has also led initiatives which resulted in improved reporting practices and advanced development of supervisory staff. Recently he helped a major quick serve restaurant chain launch a new employee feedback application with a new BPO in less than six weeks. Additionally, his efforts in the utility industry to develop a “quick response” approach to summer cycling events turned a frustrated client into a committed partner.