Lawrence Flitton
Ogden,UT
Summary
As a seasoned and visionary leader in the Customer Experience space with a remarkable history of over two decades, I have consistently elevated customer satisfaction and loyalty by implementing innovative strategies. My expertise lies in the development and execution of customer-centric programs that have driven revenue growth, improved operational efficiency, and reduced customer churn. I've propelled organizational success by harnessing data-driven insights, integrating cutting-edge technologies, and fostering a customer-first culture. My unwavering commitment to optimizing customer interactions and ensuring a seamless, positive experience across all touchpoints has been the cornerstone of my leadership approach, resulting in tangible and sustainable business growth.
Overview
27
27
years of professional experience
1
1
Certificate
Work History
Vice President Consultant
Y2A Strategies
06.2019 - Current
- Supported key clients in conceptualizing and developing national home warranty service plans and contact centers to help customers
- Developed go-to-market strategy for a startup SaaS-inspired home warranty company and crafted customer contracts and legal documents
- Launched a customer service department with a strategic reporting platform using Looker BI, new-hire training, and a sales and service management structure
- Reduced costs of goods sold by negotiating key reselling contracts with national manufacturers
- Created long-term CX strategies to reduce customer pain points, homeowner contacts, and operating expenses
- Worked with the product teams to develop new site functionality and combat customer pain points
- Designed Change management policies and procedures to ensure adoption across all departments
- Primary clients included American Home Shield, Puls, ClearSource, Medley, and Solomon.
Chief Operations Officer
ClearSource BPO
06.2021 - 06.2023
- Strategic leader of three international locations managing IT, WFM, process improvement, pricing, contracts, BI, customer success, Quality Department, and service center operations
- Developed and continued to refine the organizational structure, reporting, and processes to champion a strong culture focused on collective goals
- Improved service levels, quality, and satisfaction by implementing Six Sigma practices and Vital Factor management processes
- Grew sales and service teams by 25% by delivering systematic and replicable processes
- Realized 100% client satisfaction by creating a solid culture and business processes that created upscaled value for the clients
- Reduced attrition by 50%, a 15-year company best, by following a coaching plan focused on connecting individuals to a collective goal, creating clear role definitions, pursuing root causes of performance issues, and practicing consistent accountability
- Experience with healthcare, fintech, technical support, e-commerce, and inside sales
- Oversight of 1,500 people.
Vice President, Operations
Landmark HW
09.2015 - 06.2019
- Managed a cross-functional team supporting company vision by delivering stellar customer service and inside sales experiences
- Recognized thought leader and executive operations leader awarded several industry awards
- Created a data analytics warehouse to track performance measurement indicators using the MS Power BI platform to launch the foundational leadership model called the Vital Factor process
- Exceeded inside sales target by employing needs-based selling techniques
- Boosted profits by 7% through performance-optimization strategies and efficiency improvements
- The company was recognized as the best regional warranty company by HomeWarrantyReviews.com for three consecutive years, resulting in a higher subscription rate
- Improved NPS 20 points and speed of field service repair time from 17 to 6.7 days, establishing new best-in-class for the home warranty industry by measuring service milestones, setting minimum KPIs, creating a website for contractors to monitor KPIs, holding contractors accountable, and restructuring the internal quality process
- Elevated agent productivity by 11% by restructuring work processes, contractor follow-up, and reporting systems.
Vice President, Customer Service
Landmark HW
10.2014 - 09.2015
- Elevated operational performance of the customer service department through leadership and strategic direction of 145 employees across customer service, sales, and marketing
- Recognized as one of the most highly regarded regional warranty companies in Mountain West after implementing new strategies focused on contractor quality measurements.
Director of Customer Service
Landmark HW
08.2013 - 10.2014
- Developed, trained, and implemented services to more than 200,000 homeowners through direct oversight of a 50-member customer service team
- Reorganized team to prepare for customer growth, creating the company’s first customer service training manual
- Launched a quality department focusing on delivering measurable service performance, including interactive reporting to facilitate team member accountability
- Enhanced soft skills, augmented product knowledge, and expanded brand awareness via training
- Improved agent efficiency and improved NPS scores by 20% following streamlining processes.
Sr. Client Services Manager
Convergys
01.1997 - 08.2013
- Directed a 350-member team in managing two client accounts and call center operations domestically and abroad
- Call center clients included eBay, PayPal, The North Face, Toys R Us, and Office Depot
- Established operations and customer teams at five U.S
- Locations, India, the Philippines, and Costa Rica
- Liaison for eCommerce clients
- Increased The North Face’s inbound sales by 11% by asking the client to provide the entire product line and creating a learning team to ensure agents were product experts
- Turned around several customer service teams by implementing fundamental principles of Six Sigma
- Boosted NPS score 6+ points in Manilla, Philippines, via targeted process improvements.
Education
BA Business Administration -
University of Hertfordshire
Skills
- Strategic Planning & Tactical Execution
- Transformational Change Management
- Cross-Functional Global Leadership
- Continuous Process Improvement using Six Sigma
- Budgets, P&L, & Fiscal Accountability
- Strategic Hiring & Employee Retention
- Sales, Marketing, & Business Development
- Multi-Site Call Center Operations
- Building & Leading Top-Performing Teams
- Operational Growth & Cost Containment
Timeline
Chief Operations Officer
ClearSource BPO
06.2021 - 06.2023
Vice President Consultant
Y2A Strategies
06.2019 - Current
Vice President, Operations
Landmark HW
09.2015 - 06.2019
Vice President, Customer Service
Landmark HW
10.2014 - 09.2015
Director of Customer Service
Landmark HW
08.2013 - 10.2014
Sr. Client Services Manager
Convergys
01.1997 - 08.2013
BA Business Administration -
University of Hertfordshire
Certification
Six Sigma Green Belt Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English (fluent)
French (basic)
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
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