Regional Director, Client Experience Center
Xerox Corporation / Stewart Business Systems
12.2019 - 12.2024
- Managed the integration of new acquisitions within the Mid Atlantic Region, ensuring a smooth transition and alignment with overall strategic vision.
- Increased Remote Solve rate from 20% to 40% in 2023 and exceeded 2024 goal of 50%. Achieved a 30% decrease of Onsite labor hours by Field Techs.
- Responsible for managing Call Center day to day service operations, including hiring, onboarding, training, monitoring and coaching staff.
- Led & collaborated with BPO to transition supply call center operations to offshore. This included documentation of SOPs, training, followed by daily/weekly meetings & quality assurance for customer satisfaction.
- Streamlined operations for improved efficiency by evaluating existing processes and introducing innovative solutions.
- Motivated employees through effective communication, recognition programs, and tailored incentive structures that aligned with corporate objectives.
- Produced 7 reports per week to analyze job performance against team goals.
- Collaborated with cross-functional teams to develop new products and services, meeting customer demands while driving revenue growth.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Genesys platform experience
