Hans Bailey

Background

About Hans Bailey

25 years of contact center management experience - 16 years of which includes remote workforce management (outsourcing-nearshore and offshore) Highlights include: • Pandemic pivot from service disconnections to distributing over in COVID-19 economic relief monies (CARES Act and ARPA funds) to qualified delinquent customers [AlexRenew] • Customer Experience Project Manager on Oracle CC & B migration and customer portal upgrade [AlexRenew] • Reduced severely delinquent customer debt by 88% over 24 months (2016-2018)[AlexRenew] • 7 weeks onsite training new Customer Service Representatives in Manila [BBH] • Recruited new customer service representatives, increasing contact center size by 110%[BBH] • Created, trained, and managed new Training and Quality Assurance teams [BBH] • Built from scratch an auxiliary contact center (assembled cubes, ran cables, installed and set up computers and phones, and hired and trained staff)[BuySeasons] • Co-started and led first Web Order Integration Department [Eddie Bauer] • Led first Web Fraud and Order Verification team [Eddie Bauer] I’ve worked in California, District of Columbia, Florida, Maryland, Michigan, North Carolina, Virginia, and Washington I’ve traveled in 45 states, Canada, France, Mexico, and the Philippines