Summary
Work History
Education
Skills
Honorsachievements
Skillscertifications
Timeline
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Kory Hancock

Summary

Diligent contact center executive with a proven track record in strategic leadership and organizational growth. Successfully managed large-scale projects, driving significant improvements in operational efficiency. Recognized for excellence in team leadership and financial oversight. Extensive experience in driving business transformations and operational improvements. Expertise in delivering strategic initiatives that foster growth and enhance profitability. Exceptional ability to create collaborative environments and adapt to dynamic business needs. Background in strategic planning, operational management, and team leadership. Utilize comprehensive business acumen to drive organizational success and foster growth. Track record includes implementing effective strategies that enhance productivity and profitability. Proven ability to drive strategic initiatives and deliver impactful results as a senior executive leader. Excel at fostering team collaboration and navigating complex organizational challenges.

Work History

Senior Vice President, Operations and Client Experience

IntouchCX
  • Comprehensive ownership of client relationship management, P&L, service delivery, workforce, and staffing strategy for 3000+ seat multi-channel, multi-lingual, multi-geo programs
  • Directed multilingual, multi-geo programs in English, Spanish, French, and Portuguese, driving nine-digit annual billing
  • Grew a new client from $7.5M in annual billing to over $70M, sustaining the relationship for more than a decade
  • Led operational strategy for a portfolio spanning six countries across customer service, trust & safety, and technical support domains

Senior Director, Sales Operations

Ontargetjobs
  • Directed multi-channel Customer Service, Sales Support, Ad Operations, and Account Management
  • Exceeded annual sales and renewal goals for three consecutive years, generating $24M annually
  • Restructured workflows, increasing efficiency by 33% and reducing project lifecycles by 72%
  • Designed and implemented Quality Assurance processes and formal performance management frameworks
  • Managed enterprise CRM systems (Salesforce.com) and led lead generation efforts, increasing new business revenue by over 200% yearly

Customer Retention Development Senior Analyst

Toyota Financial Services
  • Launched innovative retention initiatives, saving $5.7M annually and exceeding retention goals by 56%
  • Developed predictive dialer systems, improving campaign efficiency by over 200%
  • Directed enterprise-wide Quality Assurance and Customer Satisfaction programs in partnership with Gallup

Qwest Operations Manager

Center Partners, Inc.
  • Managed operations across four product groups with 225+ agents and exceeded performance and revenue goals
  • Delivered a customer service training module, achieving the highest satisfaction ratings company-wide

Qwest Wireless Loyalty/Welcome Coach

Center Partners, Inc.
  • Trained over 180 agents in customer service and soft skills, improving retention rates and sales
  • Co-developed corporate training modules that increased department-wide Save Rates by 17%

Education

Bachelor of Arts - Political Science

Oklahoma Baptist University

Skills

  • Leadership & Team Building
  • Client Relationship Management
  • P&L
  • Vendor Management
  • Outsourcing
  • Strategic Partnerships
  • Sales Operations
  • Multilingual Program Management
  • Workforce Strategy
  • Trust and Safety
  • Quality Assurance
  • Continuous Process Improvement
  • Agile Methodology
  • Kaizen
  • Operational excellence
  • Organizational development
  • Strategic planning and execution
  • Process improvements
  • Cost analysis and savings
  • Business process reengineering
  • Cross-functional team management
  • Excellent verbal and written communication
  • Customer service management
  • Analytical thinking
  • Strategic partnerships
  • Strategic planning
  • Project management
  • Customer retention
  • Data analysis
  • Performance improvement

Honorsachievements

  • California High School Speech Association Lincoln/Douglas Debate Champion
  • 4th Place, National High School Championship Tournament
  • National Forensic League All-American

Skillscertifications

  • Leadership & Team Building
  • Client Relationship Management
  • P&L
  • Vendor Management, Outsourcing, Strategic Partnerships
  • Sales Operations & Strategic Planning
  • Multilingual Program Management (English, Spanish, French, Portuguese)
  • Workforce Strategy, Customer Service & Trust and Safety
  • Quality Assurance & Continuous Process Improvement
  • Agile Methodology, Kaizen

Timeline

Senior Vice President, Operations and Client Experience

IntouchCX

Senior Director, Sales Operations

Ontargetjobs

Customer Retention Development Senior Analyst

Toyota Financial Services

Qwest Operations Manager

Center Partners, Inc.

Qwest Wireless Loyalty/Welcome Coach

Center Partners, Inc.

Bachelor of Arts - Political Science

Oklahoma Baptist University

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Kory Hancock