Consulting for customer support planning and organization. Here is a brief story of where I am....
The Next Phase
I enjoyed a very successful and rewarding career in the telecommunications industry working from an entry-level position as an installer to the executive level as Vice President and General Manager over more than a 25 years period and relocating 7 times. Participating in the evolution of one of the most advanced technologies in modern time.
Since leaving the telecommunications industry in early 2012, I took a sabbatical through the third quarter so I could focus on preparing myself to have another successful and rewarding career as an entrepreneur; I am working with a fantastic executive coach, I have spent wonderful time with all of my immediate family, traveled in the west and northeast, hiked miles of the Palmetto Trail in South Carolina, continued my volunteer work with several non-profits, and worked on improving my overall health.
I have been given this incredible opportunity to create my business, Next Phase Enterprises, LLC, and apply my years of experience in leadership and the customer service world to help start-ups and established businesses exceed their customers’ expectations.
I have the ability to understand your business objectives, create the business rules to meet those objectives, create and/or improve the processes that deliver to those rules, establish the performance metrics to measure the business and customer satisfaction with the processes, and provide leadership guidance to support the implementation and the long-term success of the results.
As a result, I was asked to assist a major technology company with a new start up venture. My focus was on creating the customer service environment needed to deliver the exceptional experience in support of the product. It required my involvement with most every aspect that creates that experience, from selecting the best Customer Relations Management platform and other technologies (workforce management, call recording, speech analytics) that are needed in a support center, to creating the job descriptions, selecting the recruiting partner, and designing the unique interview process to attract the candidate that best fits the intended culture.
The last year has been one of the most productive in my professional and personal life. Being in this unique position to create this business opportunity of providing my expertise to assist other businesses to become successful or more successful is exciting.