Director Client Experience candidate in Tampa, Florida, United States

Summary

Award-winning Client Services leader. Contributed to generating 10 years of double-digit revenue growth. Brings solid track record exceeding revenue targets, generating client satisfaction and client retention. Expert in business process outsourcing, contact center solutions, financial services. Has excelled at leading high-performing, remote teams of up to 28 staff serving enterprise clients throughout client life cycle. Skilled at collaborating cross-functionally, aligns on goals, partners to streamline customer experience. Values, drives thorough understanding of client needs, account strategy planning and execution. Effectively resolves escalated customer issues. Empowers continuous learning. Demonstrates objective decision-making.

CORE COMPETENCIES

Strategic: Executive Vision, Business Strategy, Budget Management, Strategic Initiatives, Capacity Planning, Vendor Management, Account Planning
Client-focused: Account Management, Client Service Delivery, Client Retention, Innovative Problem Solving, Process Improvement, Client Relationships, Customer Enablement

VERICAST / HARLAND CLARKE HOLDINGS (LEADING PROVIDER OF ENGAGEMENT SOLUTIONS FOR FINANCIAL INSTITUTIONS) REMOTE | 2004 2024
EXECUTIVE DIRECTOR, CLIENT EXPERIENCE (2021-2024)
Promoted to senior leadership role, providing direction to Client Experience team for Vericasts Contact Center Solutions, a 1,000+-member organization generating $40M annual revenue, serving portfolio of 110+ clients. Led team of 4 direct reports, 28 staff total, which operated remotely. Managed $1.8M budget.
In 2023, exceeded revenue target by 54%, increased upsell opportunities and program expansions by 15%, contributed to 22%+ EBITDA increase, demonstrating refined skill in forecasting, managing team budget, and P&L review discipline. Retained 94% client accounts. Attained contact center KPIs for 92% of client programs.
Led process improvements, including:
o Reduced credits and rebills by 73%+ through oversight of the billing process.
o In collaboration with Finance leadership, streamlined monthly revenue reporting process, leading to saving 2 days.
o Improved program forecasting accuracy by 50%+ through team education and use cases.
o Supported clients in driving online banking solution adoption with their customers, contributing to efficiency while incorporating clients unique use cases.
o Reduced new hire trainee attrition by 63% YoY (2022-2023) and in first 90 days through smaller class size with no impact to margins.
o Improved data quality for accurate reporting by incorporating new data integrity process enhancements using PowerBI and automation, reducing rework by 10%.
Managed 2 enterprise accounts with annual revenue of $41M and $1.6M, respectively.
Retained 100% team members over 3 years. Promoted 6. Continued to foster a high-performing team culture.
Procured technology solution to deliver program training to 1,000+ users, drafting business case, specifying requirements, assessing integration, selecting, and negotiating with vendor.
Responded to client audits and due diligence requests. Ensured Vericast remained compliant with banking rules and regulations, resulting in zero compliance findings in 2022-23.

People leader: Talent Development, Team Building & Teamwork, Change Management, Performance Management, Cross Functional Collaboration

Expectations

I'm seeking a leadership position in Client Experience, Customer Success, Service Delivery. I have 19 years of experience serving financial institution clients in the BPO and contact center industries, which have provided me with very transferable skills for a new opportunity.