Customer Service Executive with 19+ years of directing call center operations, client services, vendor management, account management, contract negotiations, business development and all call center support staff functions. Outstanding track record in exceeding P&L goals and growing revenue, lifting organizations through strategic based leadership, communication, leadership development, strategic planning and teamwork. Extensive experience in direct, matrix and indirect management of both start-up and ongoing operations teams and cross-functional task forces across multiple sites. Deep experience each in the Financial, Telecom, B2B Sales, Consumer Sales, Tech, Wireless, Travel, and Retail industries. Experienced directly managing multiple operations within the US and Mexico.

Previous engagements include managing every operational and support department for numerous call centers throughout the US. Manage commercial and operational relationships with all US partners resulting in significant growth for our partners and our organizations. Consistently recognized as top Site Director and VP by client executives as well as internal executive leadership. Continuously identify and incorporate new technologies, procedures, etc. that maximizes efficiencies in all key areas.

Relevant Experience

1. Proven mission of respecting, developing and empowering employees to do their best to achieve more.
2. Leading key executive team for new U.S. site selection, negotiation and acquisition, and launch.
3. History of re-engineering contact center operations turning-around revenue loss operations to consistent profitability.
4. Led successful initiative across executive leadership teams for implementing BCP work-at-home operation with primary objective of maintaining client operation and service performance expectations.
5. Successful onboarding of new clients contributing to more than doubling client base and revenue performance.

Sample of Represented Clients Served & Brands Employed By

• Discover Card, Mercedes Benz, AT&T, Verizon, AMEX, QVC, Fanatics, Virgin America, Volkswagen, Citibank, Bank of America, Metro by T-Mobile, Wells Fargo, Verizon Wireless, Verizon Connect, Direct TV, Quest, etc.

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.

Relevant Experience

1. Created and implemented a Financial restructuring strategy for call center
2. Created a foundation for seamless merges and acquisitions
3. Conceptualized, propelled front line management training and development programs

Sample of Represented Clients Served & Brands Employed By

• Citibank, AT&T, Wells Fargo, SiriusXM, Fingerhut, Comcast, United Health Care, ADT, Charter, Time Warner, Bright House Network, Bank of America, Macys

John has 20+ years of expertise in global contact center launches, He has performed in most roles in the operation of the center from agent to operations management, WFM, reporting and intraday. His experience provide insight in working with the client and operations to achieve a productive work environment utilizing technology, security and processes.

He has deployed multiple call centers across the country to support the growth of Telvista and assisted all clients in improvements both in technology and procedural to create a strong partnership. He manages a seasoned team of experts that have been in the business ranging from 20 years to 8 years.

Relevant Experience

1. All Windows platforms including desktops, servers etc.
2. 12 year of PCI experience preparing and managing the organization and independent auditors.
3. Avaya, Rockwell and Nortel ACD experience, Cloud ACD experience.
4. Client communication both operationally and technically.
5. Management of WFM, call recording  and VMware platforms.