Director Customer Care and Insight
Coravin, Inc. is a well-funded, Boston-based start-up consumer products company with a breakthrough technology in the wine category. Patented Coravin_C/ Technology allows you to pour and enjoy fine wine without disturbing the natural aging process or the pressure to commit to the whole bottle.
Senior executive offering 20+ years of demonstrated leadership of sales, contact center operations, and customer service best practices. Design and implementation of outstanding sales, marketing and service programs for both B2B and B2C offerings. Extensive experience in Financial, Consumer, Education and Retail. Proven ability to create and lead change management initiatives and programs through collaborative work style and consensus building management approach. Significant experience with global development and implementation of sales and service enterprise. Demonstrated success in building, managing, training and retaining large call center organizations to meet service and P&L targets. AREAS OF EXPERTISE: Strategic planning Change managementStart-up environmentsBuilding new Call Center enterpriseOperations management Global start up and implementation for sales and service operationsContinuous customer service/business process improvementSales strategy and performanceCall Quality management Training design and delivery External/Internal Client Relationship Management Account ManagementProject Management Performance Analysis Marketing integration and operations Outsourcing and vendor managementLeading and developing teams Staff developmentBudget and forecasting P&L managementIncreasing margin and profitability
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