Justin McAlexander
Albuquerque,NM
Summary
Business Operations Executive offering an over 20-year history of leading strategic and tactical business initiatives. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
Overview
25
25
years of professional experience
Work History
Senior Director, Global Customer Support
ChargePoint
Scottsdale, AZ / Remote
01.2017 - 05.2022
- Designed, developed, and deployed multi-lingual and multi-channel global support strategy for B2B and B2C customers of largest global vehicle charging network to set standards in an emerging EV charging space.
- Championed and deployed outsource/insourced resource strategy resulting 20% overhead reduction while simultaneously improving customer experience.
- Introduced CSAT and NPS metrics resulting in 20-50% increases in customer satisfaction year over year.
- Scaled support headcount from 10 to over 500 FTE globally, while continuously reducing cost per sale spend.
- Drove automation efforts in Zendesk and Salesforce to result in efficiency improvements by 25%
Director, Operations and Client Services
Transcom Worldwide NA
San Antonio, Tx
06.2015 - 01.2017
- Lead operations of 600+ seat outsource contact center including Human Resources, Training and Quality, Facilities Management, Hiring and Recruiting, and Operations.
- Built strong and positive relationships with clients for $20M P&L to become their provider of choice.
- Championed CSAT and First Call Resolutions strategy with Tier 2 cable customer to exceed expectations by 30%.
- Drove sourcing, negotiation, and deployment of staffing partners to improve hiring capabilities by 50% while simultaneously reducing agent training attrition by 25%.
- Lead site culture transformation through employee engagement and leadership training to result in 50% reduction in agent attrition overall.
- Established departmental performance goals and provided feedback for underperforming areas
Director, Customer Care
2Wire/Pace Americas
San Antonio, Tx / Tempe, Az
09.2004 - 06.2015
- Leadership of multi-site operations of up to 1,100 FTE with $50M P&L ownership.
- Spearheaded culture transformation initiatives to improve employee satisfaction and reduce attrition.
- Owned substantial business relationship with Tier 1 telecom provider, becoming their provider of choice for technical support.
- Negotiated and managed contracts to result in increases of 12% in GM and 50% in revenue.
- Innovated organizational KPIs with deployment of contact rate, resolution, and voice of the customer metrics driving 25% increase in resolutions, reductions of up to 30% in contact rate, and 50% in customer satisfaction.
Education
Bachelor of Science - Business Administration
University of Phoenix
Tempe, AZ05.2007
Skills
- Strategic Vision
- Operations Leadership
- Collaborative Leadership
- Coaching and Mentorship
- Managing Operations and Efficiency
- P&L Responsibility
- Key Performance Indicators (KPI)
- Productivity Management
- Client Satisfaction
- Core Values Management
- Global Solutions
- Culture Transformation
Timeline
Senior Director, Global Customer Support
ChargePoint
01.2017 - 05.2022
Director, Operations and Client Services
Transcom Worldwide NA
06.2015 - 01.2017
Director, Customer Care
2Wire/Pace Americas
09.2004 - 06.2015
Bachelor of Science - Business Administration
University of Phoenix