Douglas Rausch

Organized and efficient Director of Contact Center Operations, B2B Sales, and Client Services with more than 25 years of knowledge and experience supporting corporate-level officers, senior management personnel, and clients with demonstrated expertise in financial, inbound and outbound sales, client services, and operational leadership. Adroit professional exemplifies multidisciplinary managerial skills in process procedure, and policy improvement initiatives. Accomplished in workflow optimization techniques implementation, which increase productivity, reduce labor, maintain business integrity, and quality of service. Organized and efficient Methodical and detail-oriented team player with expertise in team leadership and client services.

• Managed 2 brick and mortar sites, 4 work from home and 11 brick and mortar accounts, an operations and sales team which consisted of 2 Contact Center Managers, 6 Assistant Contact Center Managers, 94 Supervisors, 188 Subject Matter Experts and approximately 1,875 agents during peak.
• Collaborated with an internal Senior Executive team of 10 and a client service group of 15 in the launch and development of 7 newly awarded accounts. These newly awarded accounts accounts were awarded by our clients as a direct result of my recent success in the launching and development of their initial accounts along with the expectation that I would oversee the launch and ongoing development of these newly awarded accounts. This netted our company an additional $15 million in revenue annually.
• Documented and resolved employee attrition by developing a new ideal employee profile that better fit the LOB they were being hired for. Empowered our employees with the right tools and trainings, showed our appreciation through recognition and rewards, developed a better detailed employee exit interview process, and maintained all hourly and salary wages to meet or exceed the industry average. As a result we successfully decreased and maintained our annual attrition rate from 29% to just over 4% over the next 6 to 12 months.
• Achieved an overall improvement in our customer satisfaction net promoter scores by developing and implementing a new call back procedure to dissatisfied customers in an attempt to better understand the customer’s frustration, meet their expectations, use what was learned to better develop our agents efficiency, and to build trust back into our customers. As a result we experienced an overall increase in our net promoter score of 25 improving our annual net promoter score from 29 to 54.
• Created a new leads process that generated new leads and appointments for restaurants across the U.S. using telephone, email, chat, and data insight tools resulting in a 38% increase in customer acquisition, 24% increase in platform usage, 33% increase in restaurant owner satisfaction rate, and an overall increase of 32% in weekly sales which netted our client an additional $600,000 and our BPO an additional $300,000 in monthly revenue!

• Lean Six Sigma Yellow Belt Certificate
• Lean Six Sigma Green Belt Certificate
• Certified Contact Center Supervisor
• Certified Contact Center Manager
• Certified Customer Service Manager
• Certified Contact Center Professional
• Communication Certification