Emory Lee Baird

Leverage 11+ years of call center operations and project management experience, coupled with a strong IT background, to deliver industry-leading solutions in a collaborative, risk-averse environment.

Proven leader with a talent for developing and maintaining productive teams in fast-paced, regulatory environments. Skilled in managing dynamic cultures to meet critical business objectives while minimizing risks. Strong analytical and planning abilities, with a track record of coordinating efforts to achieve organizational goals. Self-motivated, proactive, and efficient, with a focus on developing future leaders.

• Contact Center Launches: Led launches in various locations including Sioux Falls, Chesapeake, San Jose, Manila, Baguio, Boise, Provo, Milton-Freewater, Wichita, Salt Lake City, Spokane, San Angelo, San Salvador, and Managua.
• Associate Feedback Loop: Designed and implemented a feedback solution for PBS, now managed by CVOA.
• Fast Track: Developed and launched a tier 2 escalations process to expedite solutions for high-risk incidents.