Faythe Shortelle-Valenzon | Senior-Level Contact Center Consultant

Faythe has over 30 years of Contact Center and Retail experience in strategic and Sr. management roles leading call center operations.
As VP of Contact Center Operations, developed and managed a $6+million operating budget formulating metrics and service standards to leverage operating expenses in line with corporate goals and objectives for a multi-channel retailer focused on direct to consumer, e-commerce and retail channels.
Faythe was instrumental in the development and execution of service policies and processes to 2 major industry retailers while merging contact center operations with a technology toolset focused on a commitment to service excellence at all levels.
Provided strategic guidance in tandem with the technology group to implement new processes including CTI integration to reduce customer call times, IVR capabilities, Customer on-line chat support; advanced ACD routing; and call capacity flex capabilities including over-flow call support and contact center satellite locations.

Directed up to 13 executives, 200+ core hourly employees; responsible for development and leadership of Sales, Training, Workforce Operations, Service and E-Commerce Teams.
Developed and implemented Associate and Team Leader incentive programs designed to motivate desired behavior, improve productivity and service quality while increasing consumer demand through product add-on sales and the liquidation of excess inventory.
Regarded as an ‘industry expert’ participating in multiple conference presentations and panel discussions.