Open to opportunities

Karl Graham

@karlgraham

Message

I drive client growth, retention, and a seasoned client success professional.

United States

Message

What I'm looking for

I'm looking to leverage my client lifecycle management, strategic direction, KPI leadership, and B2B relationship experience to improve client retention and satisfaction.

I've led client success and contact center operations for Worldwide BPO and Call Centres since 2010, using data-driven strategy, technology, and a customer-first mindset to improve multi-channel operations, satisfaction, and client outcomes.

Previously, at e-Services Group International, I led USD$18 million in annualized revenue operations and managed more than 1,010 employees. I also launched a new facility, onboarded 300 hires, aligned strategies to RFP requirements, and supported North American clients.

My background includes client lifecycle management, KPI leadership, talent acquisition, B2B relationship management, customer service training, quality assurance, and telecommunications operations at Verizon Communications and Bell Atlantic.

Experience

Work history, roles, and key accomplishments

Current

President / Client Success

Current

Worldwide BPO and Call Centres

Mar 2010 - Present (16 years 5 months)

Spearheaded the evolution of modern contact center solutions by integrating data-driven strategy, technology, and a customer-first mindset. Championed KPIs, optimized talent acquisition, and deployed robust HR strategies.

Data Driven Strategy KPI Management Talent Acquisition Human Resources Client Success Customer Satisfaction Contact Center Solutions

Vice President Regional and Telecommunications Markets

e-Services Group International

Nov 2003 - Mar 2010 (6 years 4 months)

Provided leadership over USD$18M in annualized revenue operations and managed over 1010 employees. Orchestrated startup operations of a new facility, onboarding 300 new hires, and aligned strategies with RFP requirements.

Revenue Operations Team Management KPI Management Start Up Operations Onboarding RFP Business Strategy Client Relationship Management

Director – Business/Consumer/Client Success

Verizon Communications

Aug 2000 - Nov 2003 (3 years 3 months)

Maintained district/state project plans and provided strategic direction to marketing and sales groups. Developed customer service training and user acceptance tests, and managed escalated customer complaints.

Project Planning Marketing Sales Customer Service Training User Acceptance Testing Quality Assurance Escalation Management Capacity Planning Client Relationship Management Onboarding

Senior Manager Customer Care- Call Center- BellAtlantic - Residential Markets

Bell Atlantic

Nov 1993 - Aug 1997 (3 years 9 months)

Facilitated customer interactions for service orders and administered credit screening. Managed a customer base, spearheaded sales and service, and planned training for a team of twenty consultants.

Customer Service Service Orders Sales Scheduling Training Order Tracking Collections