Catherine Bauer

Background

About Catherine Bauer

I’m a Customer Service leader with a strong history of success directing all aspects of strategic customer experience, CRM solutions, BPO management, and operational efficiency initiatives – focused on enhancing the customer journey and maximizing value from a customer’s point-of-view. Throughout my career, I’ve demonstrated my ability to optimize contact center operations by combining skills in technology project leadership, business process improvement, and organizational change management. My experience governing $40M P&L with oversight of multiple CoE teams and on/offshore BPOs has positioned me to excel in leadership roles that require critical thinking, team leadership, communication, relationship development, change and resource management skills. I excel at effectively incorporating data-driven customer analytics to innovate and enhance customer service quality and capabilities. I also know how to improve NPS scores, reduce expenses, drive sales revenue growth, leverage LEAN management, and utilize CLI feedback to facilitate corporate growth, customer retention, and associate engagement. With a strong business acumen and robust understanding of technology as an enabler, I champion Voice-of-the- Customer reporting and add value in both long-term and short-term outcomes. My expertise spans digital transformation and implementation of Salesforce Service Cloud, Sales Cloud, Marketing Cloud, Survey, Chat Bot, Social Studio, Interaction Studio as well as telephony solutions such as Avaya, Genesys, and Cisco. Please feel free to contact me with any thoughts or questions about my work. I’m always eager to expand my professional network and excited to explore new opportunities.