KENDALL WILLIAMS
Palmdale,CA
Summary
Transformational C-Level contact center leader with strategic agility, strong financial acumen, intellectual horsepower, and exceptional interpersonal skills.
Experienced with overseeing large-scale call center operations, ensuring seamless customer interactions and operational efficiency. Utilizes strategic planning and leadership to drive improvements and team performance. Knowledge of process optimization and effective resource management.
Diligent [Desired Position] with proven track record in leading call center operations and optimizing customer service processes. Spearheaded initiatives that enhanced customer satisfaction and streamlined operational efficiency. Demonstrated strong leadership and strategic planning skills.
Overview
17
17
years of professional experience
Work History
Director of Call Center Operations (Legal Intake)
Pioneertown Media
06.2024 - Current
- Develop, implement, and monitor day-to-day legal intake operation in support of contracted law firms. Maintain a strategic and tactical focus on data collection and analysis, develop Key Performance Indicators, continuous improvement, quality, and staff performance.
- Improved conversion rates by 15% through focused training and removing performance barriers
- Implemented a quality assurance program to drive operational excellence
- Leveraged customer/client data to identify and drive improvements and operating efficiencies
- Improved service level by 15%, and reduced call handling time by 40 seconds
Sr. Vice President, Operations
Alert Communications
11.2020 - 06.2024
- Responsible for developing, implementing, and overseeing strategic business plans and initiatives within the customer success and call center departments designed to achieve operational efficiencies and higher conversion rates while cultivating a collaborative work environment and an outstanding customer experience.
- Reduced labor expense by $1.5m through process efficiencies, driving accountability, and enhancing individual and group performance levels
- Planned and implemented the rollout of ai-powered bots to streamline transaction times and reduce operating costs, resulting in a 25% decrease in average handle times
- Improved agent utilization by 14%, resulting in increases to operating margin
- Improved retainer conversion rate on first contact by 7%
- Planned and implemented outsourcing agreements with near-shore partners designed to transfer low-touch call types and improve operating margin
Director, Member Services
Nationwide Insurance – Pet Insurance Division
03.2017 - 10.2020
- Developed and executed a strategic plan for the contact center. Led the implementation of cross-functional initiatives designed to position the organization for growth, greater scalability, and increased efficiencies. Developed and executed a contact center technology roadmap that aligned with the enterprise growth strategy.
- Led the effort to replace the premise-based technology stack of WFM, QA, KMS, and contact center technology to cloud-based technology (Five9/Aspect)
- Developed business case and led discovery sessions for an IVR upgrade resulting in reduced cost-per-call (10%), reduced call load (15% of calls handled via self-serve), and improved the customer experience (improved NPS scores from 40% promoters to 72% promoters )
Contact Center Director/Consultant
Partners in Care Foundation
01.2014 - 12.2018
- Planned and executed the start-up of a new contact center in support of the company’s mission to establish an outreach division for contracted healthcare payers and providers. Led planning and implementation of software solutions, performance metrics, hiring, and training.
- Achieved start-up in record time, and under budget
- Negotiated vendor contracts on behalf of the client and employer organization
- Exceeded enrollment goals established by client by 300%
Call Center Director
Screen Actors Guild – Producers Pension & Health Plan
01.2016 - 02.2017
- Planned and restructured an under-performing contact center consisting of 35 customer service representatives, across two locations (LA and NY). Established department metrics and system for tracking performance against these metrics.
- Redesigned the entire contact center systems infrastructure to improve service delivery
- Improved employee satisfaction by 20% based on a comparison of 9/15 and 9/16 results
Consultant/General Manager
Burke Williams Day Spas, Corporate Office
11.2010 - 12.2013
- Managed the daily operation of a team of 50 agents responsible for converting inbound calls into membership sales and spa reservations.
- Refined call routing schemes to generate a 20% reduction in average speed of answer
- Improved membership sales by 30%
- Developed strategic plan to relocate the contact center to Henderson, NV
Site Director
SITEL
04.2008 - 10.2010
- Managed a 675-seat contact center operation providing inbound/outbound/tech support/ecommerce/ and back-office support for Fortune 500 client accounts.
- Grew the operation from 250 employees to 650 by generating new accounts and organic growth
- Spearheaded the launch of three major ramps for three 200+ seat campaigns
- Developed and delivered coaching and performance management training to center managers
- Achieved Top Vendor status for highest sales conversion rate for large healthcare account
Education
PhD - Industrial/Organizational Psychology
Northcentral University
07.2018
Certificate - Executive Leadership
Cornell University
09.2006
M.A. - Organization Management
University of Phoenix
03.2001
Skills
- Customer Journey Mapping
- Customer Experience
- Lean Management
- Change Management (ADKAR)
- Employee Engagement
- Strategic Planning
- Staff development
- Workforce optimization
Timeline
Director of Call Center Operations (Legal Intake)
Pioneertown Media
06.2024 - Current
Sr. Vice President, Operations
Alert Communications
11.2020 - 06.2024
Director, Member Services
Nationwide Insurance – Pet Insurance Division
03.2017 - 10.2020
Call Center Director
Screen Actors Guild – Producers Pension & Health Plan
01.2016 - 02.2017
Contact Center Director/Consultant
Partners in Care Foundation
01.2014 - 12.2018
Consultant/General Manager
Burke Williams Day Spas, Corporate Office
11.2010 - 12.2013
Site Director
SITEL
04.2008 - 10.2010
Certificate - Executive Leadership
Cornell University
M.A. - Organization Management
University of Phoenix
PhD - Industrial/Organizational Psychology
Northcentral University
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