Terry Fountain Email Address

Director of Call Center Operations

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. Expertise in driving NPS and Customer Satisfaction results. 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 management Start-up environments Building new Call Center enterprise Operations management Global start up and implementation for sales and service operations Continuous customer service/business process improvement Sales strategy and performance Customer Satisfaction/NPS measurement and analysis Call Quality management Training design and delivery External/Internal Client Relationship Management Account Management Project Management Performance Analysis Marketing integration and operations Outsourcing and vendor management Leading and developing teams Staff development Budget and forecasting P&L management Increasing margin and profitability