THEODORE DIXON
BSc., MSc, Certified Six Sigma Green Belt
Rego Park,New York
Summary
Certified Six Sigma Green Belt, Accomplished Customer Experience (Quality) and Operations Leader with over 14+ years of experience in Global Customer Experience and BPO Leadership. Experience with managing global customer experience (quality) and operations for award winning BPO companies with omnichannel support. Excellent reputation for resolving problems and improving customer satisfaction. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Experienced in developing organization's quality strategy, procedures and processes. Manage quality audit program to identify and resolve non-conformities and embed culture of continuous improvement.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
Work History
Sr. Customer Experience & Outsource Manager
Main Street Renewal
New York, NY
02.2023 - Current
- Maintained professional, organized, and safe environment for employees.
- Lead Customer Experience Department both internally and with Global Outsource Partners.
- Created, implemented and managed a new Quality program (inclusive of recruiting and training new quality staff, getting the various teams calibrating and aligned with the new standards).
- Fostered and managed positive relationships with various outsource partners and vendors.
- Partnered with Legal and Compliance Teams to improve compliance by over 20% in one quarter.
- Negotiating, alongside with legal and Sr. Leadership, contracts for our Outsource Partners and Service Providers.
- Meeting and exceeding Customer Experience and Training goals including Retention, CSAT, Quality Scores, Compliance Scores, FCR, Brand Reputation, etc.
- Utilizing and also implementing globally various CRM and QMS tools (SalesForce, UJET, Zendesk and Observe AI specifically).
- Quarterly Travel to Outsource Vendor locations to review performance, celebrate wins and or perform trainings.
- Provide Monthly, Quarterly and Annual reviews to Leadership on th progress of the department based on predefined KPI's and also insights on customer feedback.
Project Manager
Department Of Education
Brooklyn, NY
11.2022 - 02.2023
- Partnered with Senior Leadership with creating SOP documents related to Student Transportation across the 5 boroughs in New York City.
- Partnered with Senior Leadership to build predefined templates to be used by the Customer Service Team.
- Provide feedback related to specific exception requests related to New York City Students in Shelters, Foster Care and other specialized categories.
- Fine tuning processes primarily to improve first contact resolution (FCR).
- Met project deadlines without sacrificing build quality or workplace safety
Operations Account Manager
The Office Gurus
Seminole, FL
05.2021 - 10.2022
- Managed Operations for multiple programs across three (3) countries (combined headcount 700+) simultaneously with multi-channel support.
- Oversaw the growth of the program from 150 to a peak headcount of 500 in the span of 5 months.
- Proposed and implemented the creation of numerous specialist teams which aided in reducing recontact rate and improved customer satisfaction by 20%.
- Providing reports and necessary communications to with V and C level leaders regarding performance.
- Meetings with internal staff and external clients to foster strong relationships, create/set expectations and review program performance.
- Managing, Leading and Developing talented leaders through daily development, accountability and developmental conversations.
- Managed performance for Six (6) Programs/Clients concurrently; meeting 100% budget attainment and over 90% KPI overall attainment.
- Property and Service Management experience working alongside clients such as Main Street Renewal and Choice Home Warranties.
- Point of Contact for Jamaica's Call Center Operations for The Office Gurus once the Country Manager is out of office.
Customer Experience/Quality Manager (BFS & Retail)
Sutherland
New York, NY
06.2014 - 07.2020
- Point of Contact for all matters related to Customer Experience and Quality for six (6) programs across three (3) locations within Jamaica.
- Partnered with business leaders and clients to redefine, recreate and or improve their Quality Management Systems.
- Partnered with business leaders to deliver services that support company objectives leading to bonus maximization and improved contribution margins.
- Utilizing Lean Six Sigma methodologies, Root Cause Analysis and Variation Management to improve performance and suggest meaningful process change to maximize performance and improve client relations.
- Partnering with Leadership to create and execute numerous processes related to Quality and the implementation of new Programs.
- Experience working in eCommerce utilizing numerous tools (Yardi, UJET, SalesForce, Tableau, Oracle, NICE, Observe AI, ZenDesk, Asana, etc.) and providing omnichannel support (voice, chat, email, SMS, etc.). Expert knowledge of Microsoft Excel.
- Utilizing a Continuous Improvement Framework to identify process and product improvement to improve client and customer VOC metrics.
- Managed all Customer Experience/Quality Metrics including NPS (Net Promoter Score), CSAT (Customer Satisfaction), Quality and so on.
- Participated in successful pitches to new Clients for various verticals, landing new business for the company (including AirBnB, Capital One).
- Managed Operational Tasks involving QBR and Invoice Creation/Validation for one of our key partners.
- Identifying key trends related to Quality, CSAT and other KPI's and reporting these up to the different functional areas for action.
- Point of Contact for Customer Experience when the Director of Customer Experience was out of office.
Senior Account Supervisor
Xerox Business Solutions
Norwalk, CT
12.2009 - 06.2014
- Partnered with account Operations Manager and Strategic Business Unit Manager alongside two (2) other Senior Account Supervisors to drive long-term account planning, growth and success for Audible Tier 1, Audible Tier 2, Audible UK and Audible Back Office.
- Primary Point of Contact for Audible Back Office Teams (inclusive of US and UK Technical Team and US Metadata Team) and Audible Tier 2.
- Helped lead 12 Supervisors alongside 12 Subject Matter Experts to ensure effective management of roughly 300 associates.
- Helped to develop key client partnerships by seamlessly overseeing workflow, learning clients' business and delivering key presentations.
- Launched the Audible Tier 2 Program for the BPO and managed all functional areas (Training, Quality and Workforce) throughout the three month implementation and pilot phase.
- Partnered with the Clients to create the Audible Tier 2 Quality Scorecard and general standard operating procedure surrounding it.
- Oversaw financial management of accounts and budgeting for future estimates.
- Had weekly and quarterly meetings with Client Partners related to Audible Tier 2 performance.
Education
Masters - Analytical Chemistry
University Of The West Indies
Mona 09.2008 - 05.2012
BSc - General & Applied Chemistry
University Of The West Indies
Mona 09.2005 - 05.2008
Skills
Staff training and development
Budgeting and forecasting
Analytical and Critical Thinking
Quality Management
Project planning and development
ECommerce Management
Property & Service Management
RFP, SOW and Contract Negotiations
Continuous Improvement
Six Sigma Green Belt
Accomplishments
- Launching 1 new program (Audible.com), audiobook subscription service. Successfully proposed the creation of new line of business (Audible.com Tier 2) which was ultimately adopted.
- Sutherland Sr Team Manager of the Year - 2018
- Sutherland Quality Manager of the Year - 2019
- Successfully renegotiated Quality and Training portion for the StubHub SOW.
- Participated in the RFP process for four (4) new programs and successful landed three (3) of them allowing a 75% success rate. Specifically managed the Customer Experience portion.
- Global Management Banking & Financial Services Vertical, Technology & Telecommunications Vertical and Retail Vertical at Sutherland Global.
- Partnered with various clients in successfully launching VOC programs using different vendors (example: Qualitrics, SalesForce, NICE and UJET).
- Successful launch of four (4) programs for TOG Jamaica.
- Lean Six Sigma Green Belt Certification.
- Global Management/Implementation of various client Customer Experience programs (VoC and Quality Programs) while working with Sutherland Global as a Vertical Leader of Customer Experience.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Sr. Customer Experience & Outsource Manager
Main Street Renewal
02.2023 - Current
Project Manager
Department Of Education
11.2022 - 02.2023
Operations Account Manager
The Office Gurus
05.2021 - 10.2022
Customer Experience/Quality Manager (BFS & Retail)
Sutherland
06.2014 - 07.2020
Senior Account Supervisor
Xerox Business Solutions
12.2009 - 06.2014
Masters - Analytical Chemistry
University Of The West Indies
09.2008 - 05.2012
BSc - General & Applied Chemistry
University Of The West Indies
09.2005 - 05.2008
Certification
AIGPE - Six Sigma Green Belt Certified