A seasoned industry expert with a proven track record of operations, customer service, and vendor/program management. Extensive experience designing and implementing contact center outsourcing, customer, user experience, and WorkForce & Channel optimization strategies. Has shown expertise delivering flawless Customer & Client Omni- Experiences, achieving operational excellence and managing corporate cultural change. Held progressively increasing roles at Groupon, culminating as the VP of Global Operations, implementing aggressive customer service transformation strategies, including vendor diversification, outsourcing, and cost & budget P&L Performance management. Prior roles include Webhelp (intelligent, data-led customer service BPO), Schiphol Airport, and DHL. Holds an MBA from the University of Hertfordshire, has a Black Belt in Six Sigma and is an international certified Culture, Prosci Change Officer, COPC Customer Experience Implementation, Leader who Lives in Amsterdam, the Netherlands.
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