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Enthusiastic and proactive Senior Manager with experience in various spaces and using CCaaS solutions, applications in service delivery. Experience in Continuous Improvement & Quality Assurance strategies within the Contact Center Operations Management space.14 years of Contact Center Operations management practical experience, 7 years BPO Outsourcing / Vendor management, proficient in delivering and facilitating employee training while incorporating Lean, Six Sigma, and ISO principles 10 years of Quality Assurance management. Demonstrated expertise in fostering cross-functional collaboration and 3rd party service delivery functions, executing superior quality management practices, applying best practices and proficiently leading teams. Additionally, adept in process mapping and design, as well as SOP Knowledge base repository management.

Dynamic Guest Care Vendor Supervisor with expertise in vendor BPO management, quality assurance, and process improvement. Achieved consistent CSAT scores of 85-90% while reducing average handle time by 10%. Committed to enhancing customer experience through effective KPI management.

Industry leading, 34 year, seasoned leader in contact center operations, driving omni-channel enhancements and achieving industry-leading key performance indicators. Expertise in behavioral coaching and employee engagement, fostering collaboration across diverse teams to enhance customer satisfaction and operational efficiency.

Strategic and results-driven executive with extensive experience leading global contact center operations, sales, service, and BPO partnerships. Proven track record in driving revenue growth, elevating customer experience, and optimizing in-house and outsourced teams across multiple geographies. Skilled in go-to-market strategy, performance management, vendor governance, and digital transformation, including omnichannel operations, AI-driven self-service, and CRM integration. Recognized for transforming contact centers into revenue-generating engines and customer experience differentiators.

Gary Woodard

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Contact Center Operations

BPO Client Service Operations

Omni-Channel Sales | Customer Service Transformation

National Sales Support | Service Center Performance Improvement | RFP Unit

Customer Service Operations – (Contractor)

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MBA - Management & Marketing

B.S. - Business Administration Management & Marketing

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Software

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Contact Center Operations

BPO Client Service Operations

Omni-Channel Sales | Customer Service Transformation

National Sales Support | Service Center Performance Improvement | RFP Unit

Customer Service Operations – (Contractor)

MBA - Management & Marketing

B.S. - Business Administration Management & Marketing

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