Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Chanley Geveshausen

Chanley Geveshausen

Seattle,WA

Summary

A results-oriented professional with a proven track record of delivering high-quality work and exceptional service. Known for strong communication and collaboration skills, with a focus on achieving company goals and fostering positive relationships with both clients and team members. Excels at mapping business outcomes with value consulting and aligning customer initiatives to drive success. Proactive, adaptable, and versatile, thriving in fast-paced environments and quickly embracing new challenges. Highly skilled at cross-functional team selling and specializes in Contact Center Technologies, Digital Transformation, and AI Automation in the CX space. Strong in problem-solving, leveraging analytical thinking and creativity to develop innovative solutions. Dedicated to continuous learning, driving team success, and delivering impactful results.

Overview

33
33
years of professional experience
1
1
Certification

Work History

VP of Customer Experience

Waterfield Tech
Seattle, WA
05.2022 - Current
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
  • Collaborated with executive team members on major decisions regarding company-wide initiatives.
  • Analyzed market trends to identify opportunities for growth within existing markets or new ones.
  • Developed long-range plans for business growth, resulting in increase in annual sales.
  • Implemented strategic offerings to enhance company's suite of products and services.
  • Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Fostered collaboration and development of new practices by business leaders.
  • Negotiated contracts with vendors for services, products and supplies.
  • Leveraged trends in customer industries and marketplaces to shape solutions and approaches.
  • Developed and executed strategic plans to support the vision of the organization.
  • Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Worked with cross-functional teams to achieve goals.

VP of Customer Experience

VOX Network Solutions
Seattle, WA
07.2014 - 05.2022
  • Hired, trained, and mentored staff members to maximize productivity.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Collaborated with executive team members on major decisions regarding company-wide initiatives.
  • Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
  • Analyzed market trends to identify opportunities for growth within existing markets or new ones.
  • Developed long-range plans for business growth, resulting in increase in annual sales.
  • Designed incentive programs that motivated staff members while ensuring profitability targets were met.
  • Implemented strategic offerings to enhance company's suite of products and services.
  • Created effective communication strategies between management team members and employees at all levels of the organization.
  • Reviewed reports from functional areas to assess progress towards organizational goals.
  • Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
  • Optimized supply chain to reduce materials costs and improve distribution.
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Directed business development initiatives, including acquisitions and joint venture agreements.
  • Organized special projects such as corporate events or marketing campaigns.
  • Drove revenue by cultivating successful client relations.
  • Fostered collaboration and development of new practices by business leaders.
  • Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
  • Negotiated contracts with vendors for services, products and supplies.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
  • Leveraged trends in customer industries and marketplaces to shape solutions and approaches.
  • Developed and executed strategic plans to support the vision of the organization.
  • Maintained relationships with key stakeholders by attending meetings and responding promptly to inquiries or requests for information.
  • Led strategic planning and execution to enhance profitability and company growth.
  • Identified problems and implemented solutions to better streamline operations.
  • Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
  • Established performance standards for staff members in order to drive productivity levels up.
  • Advised senior executives on approaches for resolving complex issues impacting operations.
  • Developed and implemented strategic plans to achieve company objectives.
  • Identified needs of customers promptly and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.

CX Practice Manager

Windstream
Seattle, WA
11.2011 - 07.2014
  • Analyzed market trends to identify opportunities for growth within existing markets or new ones.
  • Collaborated with executive team members on major decisions regarding company-wide initiatives.
  • Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
  • Designed incentive programs that motivated staff members while ensuring profitability targets were met.
  • Created effective communication strategies between management team members and employees at all levels of the organization.
  • Reviewed reports from functional areas to assess progress towards organizational goals.
  • Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Organized special projects such as corporate events or marketing campaigns.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
  • Developed and executed strategic plans to support the vision of the organization.
  • Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.

Director of Professional Services

Cerium Networks
Seattle, WA
10.2001 - 10.2011
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Identified training needs for staff members in order to maintain high quality standards across all projects.
  • Analyzed business performance data and forecasted business results for upper management.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Managed team of professional services consultants and project managers to ensure successful delivery of projects.
  • Reviewed proposals submitted by potential partners or vendors in order to assess their suitability for providing services.
  • Cultivated an environment that fosters collaboration and innovation among team members leading towards higher productivity levels and improved results overall.
  • Negotiated contracts with vendors and third-party providers related to professional services engagements.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Worked with cross-functional teams to achieve goals.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Operations Manager

AT&T/Lucent/Avaya
Denver, CO
07.1994 - 07.2001
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Measured and reviewed performance via KPIs and metrics.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Formed and sustained strategic relationships with clients.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Worked with cross-functional teams to achieve goals.
  • Recognized by management for providing exceptional customer service.

Senior Traffic Manager

TeleMark Inc.
Portland, OR
01.1992 - 07.1994
  • Analyzed telemarketing traffic data to identify trends and optimize campaigns.
  • Performed regular audits of existing scheduling processes and procedures to identify areas for improvement.
  • Conducted analysis on labor cost versus productivity ratios across different teams and locations.
  • Conducted training sessions for users on proper usage of WFM tools and systems.
  • Developed or implemented recruiting strategies to meet current or anticipated staffing needs.
  • Provided guidance on the use of WFM software applications
  • Analyzed staffing levels, overtime and labor costs to ensure optimal workforce management.
  • Assisted in the implementation of new WFM systems and tools.
  • Developed efficient methods for tracking key performance indicators.
  • Developed forecasting models using historical data and trends to generate accurate projections.

Education

University of Kansas
Lawrence, KS
06-1988

Omaha South Magnet High School
Omaha, NE
06-1987

Skills

  • Business storytelling
  • Business growth and marketing strategies
  • Negotiation and persuasion
  • Presentations
  • Media relations
  • Strategic planning
  • Cross-functional team leadership
  • Training and mentoring
  • Mergers and acquisitions
  • Results-driven
  • Data analysis
  • Sales and marketing leadership
  • Proposals and presentations
  • Market trends and analysis
  • Public speaking
  • Contact Center BPO
  • AI and Automation
  • Digital Transformation

Accomplishments

  • 2020 - Overall Avaya Partner of the Year (Back to Back)
  • 2019 - Overall Avaya Partner of the Year
  • 2018 - Verint North America Partner of the Year
  • 2005 - Cerium Networks Excellence Award
  • 2000 - Lucent Technologies Premiere Associate Award
  • 1999 - Lucent Technologies Achiever's Club

Certification

  • 2001 Microsoft Certified Systems Engineer + Internet #1454662

Timeline

VP of Customer Experience

Waterfield Tech
05.2022 - Current

VP of Customer Experience

VOX Network Solutions
07.2014 - 05.2022

CX Practice Manager

Windstream
11.2011 - 07.2014

Director of Professional Services

Cerium Networks
10.2001 - 10.2011

Operations Manager

AT&T/Lucent/Avaya
07.1994 - 07.2001

Senior Traffic Manager

TeleMark Inc.
01.1992 - 07.1994

University of Kansas

Omaha South Magnet High School

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Chanley Geveshausen