ISPN

Director of Technical Center Operations and Support

fiverr

Designed and implemented MindMeld reasoning program achieving 95% decision-making accuracy and 25% reduction in processing time through advanced AI/ML automation strategies.

Led development of AI-powered customer insight tools, reducing task completion time by 50% while improving customer satisfaction metrics by 15 points.

Partnered with cross-functional stakeholders to implement predictive models for healthcare organizations, reducing denials by 30% and recovering $2M+ in annual revenue.

Created and executed comprehensive CX transformation roadmaps aligned with business objectives, resulting in measurable improvements in customer retention and operational efficiency.

AI & CX Business Strategy 

Efficiency Gains: Reduced task completion time by 50%, boosting productivity in customer service, data analysis, and workflow automation.

Accuracy Improvements: Lowered AI response error rates by 20-30%, ensuring consistent, high-quality outputs.

Cost Savings: Cut operational expenses by $1M annually through fewer errors, reduced manual work, and better scalability.

Customer Experience Boost: Increased NPS scores by 15 points, enhancing customer satisfaction and retention.

Designed the MindMeld reasoning program with 95% decision-making accuracy and a 25% reduction in processing time through advanced automation.

Created empathy-driven chatbots that increased user satisfaction by 15 points and enhanced Tableau training, cutting onboarding time by 30%.

Designed predictive model for healthcare organizations and RCM guy structuring workflows to achieve 30% denial reductions and recover an additional $2M annually in revenue.

Built a social media content analysis tool with 90% sentiment accuracy, boosting engagement rates by 35%.

Automated denial tracking and appeals processes offering the capability of reducing manual intervention by 40% and resolution times by 20%.

Director of Customer Experience Innovation & AI Solutions

StrideCare

- Led implementation of VOC methodologies (including surveys, journey mapping, and real-time feedback tools) to collect and analyze customer insights, resulting in a 20% increase in NPS and improved customer retention by 15%.

- Collaborated extensively with Product and Marketing teams to integrate VOC data into product development and marketing strategies, which enhanced customer experience and contributed to a 10% reduction in Gross Monthly Recurring Revenue (MRR) churn.

- Managed service-level agreements (SLAs) and KPI tracking, achieving an 18% reduction in Cost per Contact (CPC) and improving first-call resolution (FCR) from 74% to 93%.

- Oversaw compliance with industry standards and data protection protocols, ensuring regulatory adherence across all customer interactions and workflows.

Key Accomplishments:

- Achieved a 70% increase in referral-to-appointment conversion rates.

- Integrated SaaS tools (Totango, RingCentral, Salesforce), resulting in enhanced data insights and streamlined processes.

Core Competencies Utilized:

SaaS Tools, Customer Insights & Advocacy, Cross-Functional Team Leadership, SLA Management, Predictive Analytics, Data-Driven Decision-Making

Director of CX Operations

OpenDoor - opndr.com

- Directed customer experience initiatives, utilizing VOC feedback loops to proactively identify customer pain points and implement solutions that increased customer satisfaction by 20% and retention rates by 15%.

- Spearheaded the adoption of automation tools, improving operational efficiency by 25% and reducing average response times by 30%.

- Conducted customer journey mapping sessions to address friction points, which led to a 23% growth in client accounts and improved customer loyalty.

- Managed compliance and risk by enforcing data protection standards, ensuring all customer interactions met regulatory requirements.

Key Accomplishments:

- Enhanced first-call resolution by 19% and reduced repeat contact rates by implementing tailored customer success strategies.



Core Competencies Utilized:

Customer Journey Mapping, VOC Program Management, Automation, Compliance Oversight, Cross-Functional Collaboration, Retention Strategies

Sandler Training and Management Services

- Led large-scale BPO operations, managing onshore and offshore teams and achieving a 95% client satisfaction rate while reducing operational costs by 15%.

- Directed VOC initiatives by gathering and analyzing customer feedback, which informed process improvements and led to a 19% improvement in first-call resolution (FCR).

- Oversaw SLA compliance across all customer support functions, ensuring alignment with client expectations and operational standards.

Key Accomplishments:

- Expanded call center operations from 50 to 200 agents, maintaining a 90% CSAT during a period of 300% increase in service demand.

- Established a scalable support model that improved customer retention by 23%.

Core Competencies Utilized:

BPO Vendor Management, Customer Success Strategies, SLA Tracking, Process Improvement, First-Call Resolution, Client Satisfaction

Director of BPO Customer Success and Support

PaySystems (First Data Subsidiary)

Key Accomplishments:

- Enhanced Customer Satisfaction by 25% through targeted service improvements, journey mapping, and VOC-driven adjustments, and reduced average call handling time by 20%.

- Improved First-Call Resolution (FCR) by 15% and boosted upsell opportunities by 12% by developing a proactive, data-informed service recovery program.

- Spearheaded a technology upgrade initiative that increased operational efficiency by 30%, enabling automated workflows, better KPI tracking, and streamlined compliance oversight.

- Drove cross-functional collaboration with product and IT teams to integrate customer feedback directly into system upgrades, reducing response times by 25% and elevating service consistency across channels.

Core Competencies Utilized:

VOC Programs, Technology Integration, Service Recovery, Cross-Functional Collaboration, Operational Efficiency, SLA & KPI Management, Data-Driven Decision-Making, Compliance & Risk Management, Process Improvement, Customer Advocacy

Customer Service & Contact Center Manager

I transform customer experience through strategic AI/ML implementation, behavioral analytics, and data-driven automation that drive measurable business outcomes.

With 15+ years leading CX in SaaS and high-growth environments, I specialize in:

✓ Reducing churn by 10–15% using predictive insights and proactive retention strategies
✓ Boosting NPS by 20 points and CSAT by 15% through VOC program optimization
✓ Delivering $1M–$2M in revenue impact via lifecycle automation and ops efficiency
✓ Achieving 93% FCR and reducing support response times by 27%

Core Expertise:

• Predictive Analytics & VOC Strategy — Turning sentiment signals into action
• AI/ML-Driven CX Automation — Building scalable, personalized experiences
• Behavioral UX & Reactive Frameworks — Modeling user friction for retention design
• SQL, Python & Data Modeling — Making CX measurable, accountable, and aligned

Most recently, I’ve developed a behavioral CX framework that fuses sentiment analysis, content systems, and digital behavior modeling—designed to diagnose engagement breakdowns and enable proactive customer strategies.

I’m open to collaborating with CX leaders, data scientists, and innovation teams driving customer-centric growth in fast-moving environments.

Fred Stacey from Cloud Tech Gurus has a great post here as per the usual perspicacious insights that he delivers weekly

Pete Connor

CEO Cloud Tech Gurus - Passionate about AI in the contact center - #contactcenters #ccaas #omnichannel #contactcentersoftware #artificialintelligence

Hey #ContactCenter and #CustomerExperience friends. Happy Monday and Happy 2026!  I hope you all ended 2025 well and here is to an amazing 26! 🍾 🥂 🎉 

Since we are kicking off 2026 I figured I would give some insights into what I see for this year. 

- Regulation clarity 
- Agentic automations start to be more widely adopted
- Companies getting fit when it comes to AI Readiness 

This is the time to break down the silos and get serious about AI Readiness and we are all in on it...more to come on that!!!!!  

As always, I appreciate you! 🙏 

Now get back to work! 💪 

Cloud Tech Gurus Darren Prine Christa Heibel Adam Boelke Gina Gibson Milan Batinich II C Pete Conner MS, CCCM John J. Ruby Cynthia Romero-Carrese Shellie Plymale Martin Hobratschk

CX Strategy Leader | AI/ML for Customer Experience | Sentiment & Behavioral Analytics Expert | Predictive Retention | Creator of a Reflection Engine for Content & Customer Insight

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taplio

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