Kathy William-Botrous is a highly experienced executive in strategic direction and operational excellence with nearly 17 years of experience. As the Director of Operations and Support Services at Telvista, she oversees Recruiting, Training, Quality, Leadership Development, and the Operations for both nearshore and offshore sites. With a global management perspective, Kathy has a proven track record of delivering benchmark results and driving shareholder value. Kathy has a wealth of knowledge in Operations, Client Services, Quality, Training, Recruiting, and Workforce Management, making her a resident expert in implementing successful strategies to maximize performance. Her previous management experience includes the establishment and sustainability of call center productivity and profitability for B&M as well as W@H. She has also assumed direct responsibility for a $50M budget with full P&L responsibility, as well as all aspects of impact, including call center operations and supporting departments. Kathy has driven comprehensive improvement initiatives through monitoring and enhancing key performance indicators. Kathy has an impressive list of represented clients and brands she has served, including Citibank, AT&T, Wells Fargo, SiriusXM, Version, Fingerhut, Comcast, United Health Care, ADT, Charter, Time Warner, Bright House Network, Bank of America, and Macy's. She has created and implemented financial restructuring strategies for call centers, laid the foundation for seamless mergers and acquisitions, and conceptualized and propelled front-line management training and development programs. Kathy's expertise and passion for excellence have made her an invaluable asset to any organization. She is committed to delivering best-in-class results for her clients and the company's dynamic, fast-paced, purpose-driven organization, while fostering a culture of innovation and creating a world-class customer and employee experience.
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