Wendy Matchett
Senior Director, Service Delivery
Upper Kennetcook ,NS
Summary
Accomplished Senior Director at Concentrix, adept in innovation management and fostering collaborative leadership, I spearheaded strategic initiatives driving a $6.4M annualized growth and surpassing revenue targets by 117%. With a proven track record in enhancing operational efficiencies and cultivating key industry partnerships, my expertise in data analytics and mental wellness advocacy sets a solid foundation for transformative leadership.
Overview
16
16
years of professional experience
Work History
Senior Director, Service Delivery
Concentrix
Upper Kennetcook, NS
02.2021 - Current
- As the Senior Director, I executed strategic improvements to enhance operational and organizational efficiencies that achieved annualized growth of $6.4M through sales expansion strategies in 2023.
- I developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities that drove revenue targets by 117% and profits by 118%.
- Led and cultivated a positive work environment that fostered employee engagement, increased retention rates, boosted overall team morale, and drove employee retention by 4 percentage points.
- Negotiated favorable contracts with vendors for reduced costs, and improved service quality.
- As a North American culture leader, I transformed organizational culture to embrace continuous improvement through fostering a culture of innovation and encouraging cutting-edge solutions.
Director of Operations
Concentrix
Multiple US & Canadian Locations
11.2008 - 02.2021
- Directed comprehensive operations encompassing direct and dotted-line oversight for sites with a team of over 1,400 personnel.
- Grew the staff from 300 to over 1,200 call center advisors, with a budget revenue of over $30 million.
- Won multiple awards for top performance through strategic planning and coordination with clients, and all resource units.
- Multiple successful new and existing business launches and growth.
- Maintained sites with a positive culture and high employee engagement, resulting in best-in-class locations with high employee satisfaction.
- Showcased exceptional adaptability by relocating three times for stabilizing underperforming sites.
- Ability to quickly implement best practices, and demonstrate speed to proficiency.
- Facilitated professional development initiatives for team members' career progression.
Education
Graduate Certificate - Microsoft Office Suite
MicroAge
Charlottetown, PE06-1999
High School Diploma -
Miramichi Valley High School
Miramichi, NB06-1989
Skills
- Mental Wellness Awareness Partner and Trainer
- DEI and Change Advocate Certification
- North American culture partner, advocate, trainer
- Excellent oral and written communication skills
- Proficiency in Microsoft products
- Effective Organizational Skills
- Innovation management
- Collaborative leadership
- Team building and motivation
- Microaggression in the workplace certification
- Data analytics
References
References available upon request.
Timeline
Senior Director, Service Delivery
Concentrix
02.2021 - Current
Director of Operations
Concentrix
11.2008 - 02.2021
Graduate Certificate - Microsoft Office Suite
MicroAge
High School Diploma -
Miramichi Valley High School
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