Salina Ferrow | Personal Profile from ContactCenterWorld.com

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About Me, My Hobbies & Interests!

Salina Ferrow is an accomplished and results-oriented manager and a Certified LSS Greenbelt professional, who brings more than 20 years of successful experience in operations streamlining, performance management, and customer service excellence within a call center environment. Her expertise lies in formulating tactical initiatives and implementing KPIs and metrics with focus on revenue growth based on company’s set goals and regulatory compliance. She is equipped with critical thinking skills and keen eye for detail in identifying inefficiencies and problems that need to be addressed to resolve issues and develop cost-effective solutions toward continuous optimization. Hence, she has championed various areas of high complexity and significant business impact across large organizations. To note, she drove key efforts in the implementation of the overall national strategy, operations, and process of support functions that brought substantial results for Contact Center Operations at USPS. This included managing 16 national customer care centers and directing the startup of sister sites in Wichita, Kansas. Salina is an effective and strategic leader, she leverages her adeptness in leading a top-performing workforce through hands-on training, guidance, and mentorship toward the successful achievement of organizational goals in high-pressure and fast-paced environments.

Company Details

Contribution Consulting llc.

Contribution Consulting is a call center consulting company that conducts operational assessments and provide recommendations and roadmap on ways to improve your customer experience.