DIRECTOR — BUSINESS PROCESSES & OPERATIONS (DEDICATED SERVICES DIVISION)
Stephanie currently utilizes her extensive background in supporting the COH team in the Dedicated Services Division. She has 30+ years in the call center industry working at a Fortune 100 company to later working within BPO organizations. These opportunities have included directing an East Coast Sales Partnership Channel at Verizon with annual revenue of 25 million along with back office support functions for Sales. During her tenure at Verizon, Stephanie also managed a Workforce team to meet SLA & budgetary requirements across five sites.
Stephanie subsequently joined TLK Group as her first entry into the BPO space. A passion for process improvements led to partnering with System programmers and clients to develop program improvements and databases to gain efficiencies that drove agent/program performance. Client Services (Account Management) was another area were Stephanie demonstrated a continuous improvement mindset. Partnering with both Clients and Operations she was able to not only improve performance but grew the stakeholders programs year over year. Assuming a Site Director role further expanded her experience within a BPO handling new client implementations and expansions, including Insurance programs with AEP/OEP/Customer Service for multiple carriers, along with the daily operations.
Stephanie studied Project Management at George Washington University and completed Incoming Call Center Management certifications. Stephanie has a daughter currently a 3rd year Medical Student which allows Stephanie time to take on another challenge joining the COH family.