Contact Center AI Association

The CCAIA hosts quarterly in-person round table discussions in New York City, San Francisco, and Atlanta. Customer experience leaders have the opportunity to exchange best practices for using AI in their operations.

President

ZMAXINC

Helping companies outsource customer service globally.

Chief Operating Officer

Weinberg, Wheeler, Hudgins, Gunn & Dial

Associate

RichardsonClement PC

Business litigation and corporate transactions.

Associate Attorney

Marcell Felipe Attorneys

Tax, corporate governance, and commercial transactions.

The Launch Pad at UM

Law Fellow

Almeida Advogados

Law Clerk

Higher Education Partnership

•   Lobbied as an undergraduate student on behalf of public universities in the state of Alabama. 

•  Helped to recruit and organize over 2,000 students to march in front of the Alabama State House to increase funding for public universities. 

•  Received the "Advocacy in Action Award" in 2010, which is given each year to the students most furthering the cause of public universities in the state of Alabama.

Coordinator

👋 Follow me for posts about the most important news on the use of AI in customer support.

🤝 Exchange ideas with other customer support leaders at CCAIA meetings: ccaia.org

John Walter

Knowledge base management has become a major topic in the Contact Center AI Association. A clean KB is necessary for AI deployments.

Association members chose this to be a main focus of next week's meeting in Austin on Nov. 13. 

Therefore, we're having Martin Hobratschk provide a workshop on KB management. He has KB management experience from Apple, Nest, and Google. Today he provides knowledge management consulting across the industry. 

The other topics will be:
- Measuring ROI on AI investments, and 
- Roles and people driving AI initiatives

And, of course, we have a timely Q4 Legal Update. With a lawyer present to answer questions you may have. 

All of this condensed into 2 hours. The dinner at Uptown Sports Club afterwards will be a well-earned unwind with friends.

You can send me a message if you're interested in learning more or getting involved.

President of the Contact Center AI Association | Founder of ProxyLink

TeleSpeak Inc.

Member Board of Directors 

Co-founded and grew the company from inception to 400+ staff members.
Provided oversight of sales, marketing, product development, and strategic partnerships.
Spearheaded product line diversification, resulting in considerable customer growth and penetration in diverse markets.
Achieved substantial market penetration through proactive decision-making and market expertise.
Developed innovative promotional approaches to boost customer numbers, enhance engagement, and drive growth.
Increased average annual revenue growth by 22% through aggressive sales and market strategies.
Successfully implemented strategic initiatives to drive company growth.

Founder

Welo

I am proud and excited to announce that I have joined Welo as a board advisor, marking a significant milestone in my career, blending my expertise with an innovative platform at the forefront of its field. This role not only allows me to contribute my knowledge and experience to drive Welo's strategic directions and growth but also offers a unique opportunity to influence the development of Welo’s cutting-edge solutions that align with the company's vision. I'm excited to be part of a dynamic team, where my insights and guidance can help shape the future of technology and create impactful changes in the industry.

Member of the Board of Advisors

Quantanite

Responsible for delivering the company's BPO brand and services to the US. Focused on many industry verticals including but not limited to, Healthcare, tech support, retail, and fintech.

Vice President of Customer Solutions at Quantanite

Callfinity

Devised integrated plans to build brand awareness, sales pipelines, and customer acquisition strategies.
Directed administrative team responsible for accurate sales, inventory, and order documentation.
Resolved unique and recurring complaints, promoting customer loyalty and enhancing operations.
Spearheaded successful branding initiatives, sales strategies, and public relations approaches.
Contributed to marketing campaign deployment, boosting product awareness levels and profit margins.

Vice President of Sales: SaaS CX & Contact Center Software

Boosted profitability by an average of 28% year over year through leadership team development and resource leverage.
Developed short and long-term sales strategies to gain market share and increase revenue.
Negotiated with key stakeholders to drive product awareness and profit margins.
Evaluated sales potential through in-depth account assessments.
Enhanced advertising strategies, leveraging social media and digital marketing for increased engagement.

Vice President Of Business Development: Technology Outsourcing. LaaS

OAISYS

Directed hiring and development of management staff to drive sales improvements and implementation.
Oversaw a budget of more than $22,000.00.
Initiated operational improvements using lean methodologies, enhancing efficiency and reducing costs.
Supported and supervised a team of 6 regional managers.
Achieved under-budget and on-time project management, aligning with project goals.
Modernized procedures and implemented automation for improved operations.

National Director of Sales: Call Recording Software

OnviSource

Maintained consistent revenue growth year over year on average of 26%, increasing margin, operating profit, and EBITDA.
Led teams in implementing strategic initiatives company-wide.
Restructured and turned around the company through the development of a new leadership team.
Developed measurement tools and reports to track initiative effectiveness.
Created strategies aligned with the company's vision and mission, driving corporate revenue.
Restructured the sales department for improved efficiency.
Cultivated positive employee relationships through monthly events for issue resolution and feedback.
Implemented strategies and policies in collaboration with executive partners to achieve long-term business objectives.

Sr. Vice President: Call Center Software & BPO Services

Xspedius

Directed hiring and development of management staff to drive sales improvements and implementation.
Oversaw a budget of more than $120,000.00.
Initiated operational improvements using lean methodologies, driving efficiency and cost reduction.
Supported and supervised a team of 6 regional managers and 3 senior-level executives.
Achieved under-budget and on-time project management, aligning with project goals.
Modernized procedures and organization.

Vice President / General Manager: Telecommunications

Time Warner Cable

Drove company branding efforts to increase market presence and recognition.
Developed corporate sponsorships and expanded public relations through industry thought leaders.
Created and implemented overall marketing strategies across sales, operations, and field support departments. Increased customer retention rates utilizing innovative marketing initiatives.  
Supported business development efforts and coordinated special campaigns.
Evaluated marketplace trends and gathered competitive intelligence.
Maintained exceptional staff attendance record.

Vice President Sales and Marketing

Strategic Sales Executive: Driving Revenue Through Integrated BPO, Tech, & SaaS

A results-driven leader with a proven record of building and directing high-performance sales teams, specializing in the convergence of BPO services, advanced contact center technologies (CCaaS/UCaaS), and comprehensive SaaS solutions. Extensive experience spanning Fortune 1000 enterprises and dynamic startups, consistently exceeding revenue targets. Expertise lies in aligning complex BPO solutions with cutting-edge technology to drive transformative customer experiences.

Key Strengths & Leadership:

Integrated Solution Sales: Expert in driving sales of complex, integrated offerings, combining BPO, CCaaS/UCaaS, and SaaS to deliver superior client value.
Strategic Sales Leadership: Proven ability to build and scale BPO sales organizations, from startup phases to optimizing existing infrastructures, driving consistent growth.
CCaaS/UCaaS Expertise: Deep understanding of contact center technologies, enabling consultative sales that leverage technology to enhance BPO service delivery.
BPO Sales & Operations Alignment: Extensive experience in securing and managing large-scale BPO contracts, ensuring seamless alignment between sales strategies and operational capabilities.
SaaS Sales Growth: Demonstrated success in scaling SaaS sales, driving recurring revenue, and implementing robust sales processes.
Channel Partnership Development: Skilled in forging and managing strategic channel partnerships, expanding market reach, and driving revenue through collaborative efforts.
C-Level Relationship Management: Exceptional ability to build and maintain strong relationships with C-level executives, acting as a trusted advisor.
Revenue Generation & P/L: Consistent delivery of significant revenue growth, coupled with strong financial acumen and P/L management.
Consultative Sales Approach: Expert in understanding client challenges and tailoring integrated solutions to address specific needs.
Technology Sales Acumen: Broad experience in broadband, fiber, voice, data, video, and wireless, enabling informed technology conversations.
Team Leadership & Mentorship: Skilled in building and leading high-performing teams, fostering a culture of excellence.

Areas of Expertise: 
Integrated BPO & Tech Sales Strategies.
Scaling SaaS Sales Organizations.
Strategic Channel Partnerships.
Large-Scale BPO & Tech Contracts.
Customer Experience & Contact Center Solutions.
C-Level Account Management.

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