Kevin Spence

Background

About Kevin Spence

An analytical and data-driven Call Center Operations Leader with 20+ years of experience in key specialty areas including SaaS solutions, client services, and digital marketing in the technology, telecommunications, and insurance industries. Leverages relationships with internal and external teams to drive enterprise-wide results through negotiating win-win compromises across multiple business units. Takes a holistic approach to business process management that enables organizations to reduce costs, promote efficiency, and increase customer value. Collaborative leader adept at directing cross-departmental projects that improve conversion rates and deliver technology solutions that align with client’s organizational objectives. A natural motivator building high-performing teams while promoting a culture of operational excellence. AREAS OF EXPERTISE: SaaS | Client Services | Digital Marketing | Process Improvement | Multi-Vendor Management | Client Relations | Reporting International Operations | Team Development Forecasting | Market Analysis | Program Management Data Analysis | Strategic Planning Succession Planning | Performance Management Operational Strategy | Center Transitions TECHNICAL SKILLS: Microsoft Office: Excel | Word | PowerPoint | Access | Project | Power BI ACD/Dialers: Avaya | Aspect | Altigen | InContact | Davox | Noble Systems Workforce Management (WFM): eWFM | Blue Pumpkin | Kronos | Verint Order Management/Fulfillment: Jagged Peak Recording/Speech Analytics: CallCopy | NICE | Witness | Noble’s QA Wizard | Verint | Sitescope CRM/Project/Knowledge Management: Salesforce | Basecamp | TeamGantt | Asana | Rally | SharePoint Inquira