Winning in business, is all about combining a great idea with flawless execution to deliver the desired outcome. The desired outcome for most businesses is having a portfolio of profitable customers, which is exactly what I have spent the last 20+ years doing. I have helped Fortune 500, mid-market, and startup companies use their contact centers to build and execute on strategies for attracting, serving, growing, and keeping their best customers. My mission and passion is to help companies bring the power of data analysis in managing internal and outsourced contact center operations. I have been continuing that journey at Nowanalytics by helping more companies apply a methodological approach to benefit from “fact and data” applied to optimize the customer experience. The executives and friends, that I have helped over the years have benefitted from our ability to deliver award winning customer experiences at the optimal cost, without losing visibility and control on their operations. From the companies that have saved 18% in outsourcing costs, to the ones that have improved customer satisfaction by 9% in less than a year, to the companies which increased call handling by 12% with the same headcount – I have created a proud legacy of success in the contact center space. With my experience ranging in multiple areas including: Industries: Communications, Media, Financial Services, Healthcare, Insurance, Travel, Outsourcing and Retail. Services: Customer Service, Technical Support, Sales, Collections and specialized services in healthcare like appointment scheduling, nurse triage and others. Geographies: United States, Canada, Puerto Rico, India, Philippines and Dominican Republic It’s about time that we talk customer experience and contact center operations. Specialties: Outsourcing, Customer Data Analytics, Business Intelligence, Analytics, CRM, Call Center, Business Process Outsourcing (BPO), IT Outsourcing