Kurt Wilson

Managed a $4.5B client portfolio across 6 sites and 8 languages, driving operational excellence and account penetration. Successfully scaled the business from $1.3B to $4.5B revenue, reducing CPT from $11 to $3.50 and boosting C-Sat from 83% to 89% by leveraging AI for automation and process improvements.

Established and led a B2B call center for Capital One Travel, overseeing the launch of 4 sites with 500 agents and managing a $25MM operating budget. Drove significant financial improvements, increasing GM% from 42% to 51% and C-Sat from 86% to 93% through strategic planning and operational oversight.

Managed end-to-end operations for a facilities management platform, overseeing client onboarding, sourcing, and dispatching of cleaning teams. Responsible for customer success and inventory management, ensuring seamless service delivery.

Promoted to lead client services and operations, managing customer care, city operations, and internal knowledge management with a $6MM budget and 120 FTEs. Drove revenue growth by $1.4MM, reduced attrition from 33% to 5%, and improved C-Sat to 83% by optimizing processes and implementing retention programs.

Oversaw implementations and day-to-day operations for customer care, central sales, and account management, providing strategic direction and driving revenue growth. Reduced inbound phone contacts by 30% saving $100K annually, and increased customer satisfaction to 95%+ through KPI implementation and coaching.

Managed an outsourced call center, overseeing customer support, back-office services, and tech support for global restaurants and consumers. Reduced call center contact by 40% saving $250K annually, and raised C-Sat from 89% to 94% through analytics and coaching.

Managed all aspects of call center strategy and customer experience, focusing on inbound lead generation, inside sales, and customer service for the insurance industry. Successfully reduced attrition from 10% to 0% and launched a new call center platform with 99.99% uptime, cutting abandoned calls to 2%.

Managed a $20MM client portfolio across multiple domestic and offshore sites, serving as the primary liaison between business development and service delivery. Maximized performance incentives by exceeding operating profit goals by 2% and doubled inbound sales conversion rates from 27% to 55%.

Managed daily operational aspects of call center activities, ensuring efficient service delivery and adherence to performance targets. Supervised a team to optimize workflows and maintain high standards of customer support.

Coached and managed a team of customer service representatives, focusing on individual and team performance improvement. Implemented training programs and provided constructive feedback to enhance service quality.

Monitored and evaluated customer interactions to ensure compliance with quality standards and company policies. Provided detailed feedback to agents and management for continuous improvement in service delivery.

Undertook coursework towards a degree in Art History. This academic pursuit provided a foundation in art historical analysis and critical thinking.