DEVELOPING LEADERS DELIVERING EXPERIENCES DRIVING GROWTH

Senior operations leader known for transforming customer experience and driving performance across global BPO and SaaS organizations. With expertise in strategic execution and cross-functional leadership, he delivers measurable results while empowering teams with a people-first approach.

Industries

About Jeffrey

Core Skills

Case Studies

Situation

VP Customer Care (Paysafe). Paysafe needed complete customer experience transformation due to low Net Promoter Score (NPS), high abandonment rates, and inefficiencies in customer service operations.

Task:

Responsible for enhancing customer satisfaction, optimizing operational efficiency, and reducing attrition while ensuring seamless CRM transitions and improving overall service quality.

Action:

Led a global team and implemented a data-driven CX strategy, leveraging customer insights to address pain points.
Overhauled CRM platforms (voice and ticketing systems), maximizing AI solutions and self-help.
Led the RFP and contract negotiations for the BPO partner.
Spearheaded a sales initiative within the outsourced team, generating an additional $110K in annual revenue.

Result:

NPS improved by 103 points (-43 to +60) within two years; JD Power ranking climbed from 13^th to 2^nd.
First Contact Resolution (FCR) sustained above 80% (vs. 75% target).
Reduced average abandonment rate by 25% and improved ticket SLA completion to 90% within 24 hours.
Achieved ~$1M in cost savings by optimizing vendor contracts and ops efficiency.

Situation

Senior Director, Client Solutions (Alorica). As Alorica expanded its global footprint, it faced challenges in scaling operations and balancing client KPIs. The objective was to reduce fraud, improve retention, and grow the account while maintaining strong financial performance.

Task:

Responsible for global operations management, client solutions, and financial performance, ensuring revenue growth while driving operational efficiency.

Action:

Negotiated favorable pricing and terms, increasing margins and reducing DSO.
Built and executed standardized playbooks and tools, improving GAP analysis and KPI compliance.
Created targeted training, recognition, and retention strategies to reduce employee turnover.

Result:

Drove 14% YoY revenue and GP growth, doubling account FTEs in 4 years to 3000+.
Exceeded gross margin targets by 110% through strategic P&L management and cost optimizations.
Recognized as Partner of the Year in 2016 for outstanding client satisfaction and operational performance.

Situation

Site Director (Alorica). Responsible for overseeing a high-volume contact center that was struggling with operational inefficiencies, low employee morale, and underperformance in key operational metrics.

Task:

My objective was to improve financial performance, increase operational efficiency, and enhance employee engagement to drive overall success. Specifically, I needed to increase gross margins, optimize workforce productivity, and reduce employee turnover while maintaining service quality.

Action:

Optimized Workforce Efficiency – Conducted a deep-dive analysis into agent performance and scheduling. Implemented data-driven forecasting and workforce management tools to align staffing with call volume, reducing inefficiencies.
Enhanced Performance Management – Developed a structured coaching program, setting clear performance expectations and providing regular feedback to agents. Introduced incentive-based bonuses to drive productivity.
Improved Financial Control – Focused on cost management by renegotiating vendor contracts, optimizing training expenses, and improving operational efficiencies.
Reduced Attrition & Boosted Engagement – Implemented targeted employee engagement initiatives, including recognition programs, career development opportunities, and enhanced training to improve retention.

Result:

Achieved 113.3% of the site’s gross margin target despite only receiving 97% of planned hours, through increased agent efficiency, tighter expense control, and additional revenue via performance bonuses.
Reduced annual employee turnover by 40%, significantly improving workforce stability and customer service continuity.
Attained top site ranking and commendable audit results.

Situation

Sales Engineer (Carrier Corporation). Carrier Corporation needed to expand its market presence and increase sales while driving the adoption of its Chiller Optimizer program in the Southeast region.

Task:

Responsible for expanding the customer base, growing sales revenue, and serving as a subject matter expert (SME) for energy efficiency solutions.

Action:

Achieved 42% sales growth in assigned accounts by proactively engaging new clients through cold calls and persistence.
Expanded total number of accounts by 34% by developing strong relationships with engineers, facility managers, and business owners.
Served as SME for the Chiller Optimizer program, conducting lunch-and-learn sessions and value assessment presentations.
Played a key role in designing and executing $3M+ design-build projects, ensuring optimal HVAC solutions for clients.

Result:

Graduated in the top 10% of Carrier’s HVAC training program and was invited back as a speaker for future training classes.
Expanded regional market share and increased revenue through consultative selling and strategic relationship management.

Jeff is a results-driven professional with deep expertise in leveraging outsourced resources to improve efficiency and deliver measurable outcomes.

“His [Jeff’s] exceptional communication skills and ability to build strong relationships fostered collaboration and significantly contributed to our success, including achieving a 15% year-over-year expansion in client relationships.

I wholeheartedly recommend Jeff for any opportunity that values integrity, results-driven performance, and proactive leadership. He is an inspiring professional who would be a tremendous asset to any team or organization fortunate enough to work with him.”

John Craine

SVP Client Solutions

"Jeff understood the need to meet clients requirements and worked both with the clients and the call center staff to make any adjustments to meet their specs and service levels. I was very impressed with Jeff’s professionalism and result driven attitude. Jeff is a natural leader and would be an asset to organization he joined."

Carole Greentree

SVP Operations

"He (Jeff) brings a clear, strategic mindset to every conversation as well as the ability to navigate complexity with calm and clarity. He sets high expectations and creates an environment where people feel trusted to take ownership and deliver. His ability to empower and elevate those around him while driving performance makes him an effective and respected leader.”

Jaredd Galloway

VP Operations

"Jeff's in depth knowledge of CSAT/Quality Assurance/BPO Operations really shined during a major voice recording platform migration that went seamlessly with his help."

Chiphe Holas

IT Manager

"I was incredibly impressed by his [Jeff’s] diligence, speed, and proactivity, in resolving issues and strengthening Paysafe's customer experience, which saw a strong improvement under Jeff and his team. Aside from this, Jeff is a super nice guy and was a pleasure to work with. To say he'd be an asset to any company or organization would be an understatement.”

Nick Say

Senior PR Manager

Beyond The Office

Outside of my professional pursuits, I am passionate about travel, golf, and community service. Traveling allows me to expand my perspective, experience new cultures, and continuously learn—qualities that fuel both my personal and professional growth. Golf has taught me the importance of patience, focus, and resilience, all of which translate into my leadership style. Giving back through community service keeps me grounded and committed to making a positive impact beyond the workplace. I believe a well-rounded life strengthens leadership, fosters empathy, and builds deeper connections with the people and communities I serve.