steve sion

Professional experience centered around integrating the people, processes and technologies to hit key performance metrics in a call center environment. Cost-reduction projects and continuous process improvements to improve the customer experience while reducing operating expenses. Developing consultative sales processes and cross-sell programs to turn reactive customer service calls into revenue-producing opportunities that increase customer loyalty Use of Computer Telephone Integration (CTI), Predictive Dialing equipment, workforce management systems and CRM solutions to improve productivity and generate revenue. Specialties: Strategic Direction, project management and daily operations for large call centers handling over 20 million contacts per year through IVR, live agent calls and e-mail communication. Strong leader who uses a participative management style to build strong teams that achieve results. Proven experience with setting strategy and developing and leading tactical plans to improve the customer experience and hit key performance metrics.