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- Twitter: @JoeClaire01
Talented, accomplished and loyal Call Center Executive focused on building high performing teams and culture rich environments. Over 15 years of experience in the call center, technology and engineering industries. Operational execution expert with strong analytical skills and a proven track record of building best in class centers, delivering incremental value and reducing customer effort while maintaining exceptional customer service. Also able to influence, motivate and lead teams in environments that help customers navigate technological advances and get the most from their devices.
Strong frontline relationships Customer service excellence Technology savvy Performance optimization Strategic planning P&L responsibility | Organizational leadership Multi-site operations Consensus building and teamwork Decision-making Best practice sharing Best in class operations |
Primary lead for transforming our Customer Service organization
Built Team of Experts
Created a new frontline position structure; Associate Expert, Expert and Sr. Expert
Transformed teams in all 17 internal sites and 2 service partners to provide dedicated support to geographically assigned customers
Built a new bonus structure for frontline and leaders
Designed our Expert to Sr. Expert promotion program
Resolved call routing challenges to supported customers being assigned to specific teams
Designed and implemented an entirely new metrics structure
Rebuilt the entire training program for new hires and current employees
Led daily operations for our Colorado Springs Tech Care
Managed over 800 employees, with a $40M operating budget
Top ranked Tech Care center 4 years in a row
Denver Post Best Place to Work: always in the top 10; earned our best ever ranking of #6 last year
2nd lowest attrition in the company
Developed a frontline leadership program that resulted in 100% internal promotions
Created a recruiting and new hire structure that became the gold standard at T-Mobile
Heavy investment in frontline knowledge, leadership development and recognition
Reduced One Call Resolution by 6% resulting in significant cost savings
Responsible for leading 300-400 Engineering and Customer Care employees in two locations; Denver and Dallas
Switch Technicians (Lucent 5E, DMS500 and SONUS), Technical Care Reps and Billing Reps
Led the highest performing, most efficient region; all regions centralized into my location resulting in $20M annual cost savings
Successfully merged, integrated and led operations between XO Communications and Allegiance Telecom
PEAK Award; 2015
Winner Circle Award; 2012, 2013, 2014, 2015
Assigned to multiple stretch assignments; metrics team, quality steering team, recruiting, mentoring new Directors
Leading Operational Excellence; MIT Sloan School of Management
Leading Strategic Growth; Columbia University
Leading Innovative Change; UC Berkeley
Essentials of Project Management and Mastering Project Management; Villanova University
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