Paula Feit

Background

About Paula Feit

Executive leader in operations and customer experience with proven results building successful organizations in both high-growth and turnaround environments through talent management, customer engagement, revenue growth, and bottom-line focus. Demonstrated leadership across operations, customer experience, client relationships, technology, and strategic planning. Expertise and Achievements: Operational Excellence • Consolidated multiple departments, absorbing 182 FTEs into customer care without increasing cost. • Implemented a hosted call center infrastructure, resulting in $3M annual savings & improved CX. • Transformed a healthcare client's equipment returns by incorporating SMS, improving device returns by $7.2M annually. Technology Leadership • Advised clients on advanced CX technology including omni-channel, AI, and automation. • Managed support & optimization for clients' CCaaS and CRM solutions, including NICE CXone, Genesys Cloud, Amazon Connect, Oracle, and Salesforce. Client Relationship Management • Directed client relationships across multiple industries and geographies at Results CX. • Increased revenue for a top 5 wireless client by more than 27% in 2 years to exceed $50M annually. • Implemented and executed Client satisfaction and NPS measurement at Eventus Solutions Group achieving +80 NPS and 90%+ contract renewals. Strategic Planning and Execution • Championed complex contract renewals, negotiations, and administration. • Partnered with clients to design & execute technical and operational approaches aligned with strategic goals. • Developed and executed account planning & standardized processes at a BPO, ensuring consistency and strategic alignment across 45+ client relationships. Customer Experience Enhancement • Developed and implemented customer service design & experience for new products and channels at a financial services company. • Amplified contact center presence by procuring two outsourced global BPO partners, delivering customer service across 200 countries and 30 languages, achieving over $10 million in annual savings. Building High Performing Teams • Spearheaded establishment of an offshore engineering team, implementing robust process & quality management practices to achieve SLA targets, enhance client satisfaction, and reduce costs. • Successfully built & led global, on-site, & remote teams leveraging strong leadership, relationship building & communication skills to foster team cohesion, coaching, mentoring, & a trusting environment for growth & high-performance outcomes.