Monica Anderson

Background

About Monica Anderson

I am a results-oriented and dynamic leader with experience in leading customer care strategy and operations to improve the experience, drive efficiencies, control costs, and drive growth for an organization. I have strong background in streamlining omnichannel contact center experiences, driving continuous improvements initiatives and developing operational strategies while successfully leading contact center execution and support teams (inhouse & BPO) within the US and globally (voice, chat, social media, email, administrative). I'm driven by a commitment to partner success, continuous improvement, lean operations and love for customer experience and management positions. I'm bilingual in English and Spanish. Core Competencies include: Customer Care | Operational Excellence | Strategic Planning | Process Improvement | Omnichannel CX Strategy and Design | Leadership | Achiever | Problem Solving | Risk Management| Collaboration | Relationship Building | Project Management | Global Vendor Management Specialties- Contact center operational excellence and customer experience strategy - Operations strategy to deliver operational excellence - Strong partner relationships to drive strategic vision and outcomes - Ability to translate the voice of customer and employee to create and drive change - Omnichannel Customer experience strategy design - Root cause analysis - Continuous/Process improvement - Quality and Workforce Management and Optimization - Training Development - Project Management - Business Development