Greetings from beautiful Charleston, SC!
Since 1983, I’ve partnered with clients throughout the Southeastern US to help them improve their Contact Center and Front Line Service operations through consulting assistance with Processes, Procedures, People and Metrics.
- Start-up of new inside sales, tech support and service centers
- design and present customized training programs for agents, CSRs, TSRs and supervisors
- audit existing centers, make recommendations for strategy and operational improvements.
- Work directly with Contact Center managers on operational, personnel and motivational issues
- Manager/Supervisors training on how to effectively do phone skills coaching with their team members.
Experienced in financial, hospitality, publishing, medical, insurance, manufacturing and technology industries.
♦ Wondering why I started my consulting business?
♦ I share my thoughts on Social Media and Customer Experience…
I’m honored to have been chosen as a “Thought Leader” by Deluxe Corporation’s Deluxe Knowledge Exchange team, an online resource designed to help Banks and Credit Unions work together to find solutions to shared business challenges.