A Home Work Solution

Making the complicated easy: We help contact centers achieve their goals through customized solutions.

AHWS offers consulting & managed services focusing on Workforce Management, Contact Center Revenue, Technology Implementation & Performance Assessments.

AHWS offers consulting & managed services focusing on:
• Workforce Management: Right People at the Right Place and the Right Time
• Contact center technology: Configure – Design – Implement – Optimize
• Operations & QA: Metric design & Performance monitoring
• Analytics & Reporting: Strategic – Diagnostic – Continuous process improvement

Chief Executive Officer

Parenting Our Parents

Parenting Our Parents is your go-to source and online support group for people who are currently providing care, considering providing care or are in the process of becoming caregivers.

IBEX | Global

Oversee the formation of business partnerships and negotiation of contracts.
Lead company's planning and execution of strategies to increase sales and company growth.
Work collaboratively with the Marketing team to develop creative outreach strategies to attract and retain clients.
Seek out and source new clients by developing networks and independently identifying and developing relevant resources for sales and business development.
Collaborate with team members to ensure an excellent client experience across all client interactions from needs assessment through delivery and follow up.

Senior Vice President, Retail

Total Outsourced Systems

Deliver exceptional service with the TOS team to our clients including double digit improvements and reducing all unnecessary contacts.

President, Consumer Services

Squared Solutions Consulting

Retail Contact Center Strategy - Creating strategy for retailers with partnership in contact center outsourcing, developing contact channels, smart customer resolutions, decreasing contacts, and improving revenue generation.  Removing the nauseous feeling from holiday through preparation, planning and learning.  Teaching and advising how to increase staff exponentially during Q4 without breaking the bank and executing above the competition.

Workforce organization assessments.  Identifying gaps in process and talent.  Creating applicable scorecards for workforce and job descriptions with measurable accountability.  Spotting immediate workforce gaps with solutions.  Advocating solutions and process before spending on technology.  

Revenue Generation - Developing and executing contact center sales strategies.  Growing revenue in the contact centers without aggravating customers.  

Transaction Resolution - Finding, resolving and stopping stupid customer processes.  Identifying contact generating call types and customer aggravation points.  

Contact Center Financial Planning – Creating and reviewing financial planning annually, monthly and weekly.  Cutting expenses by 30% in the contact center without impacting customer experience.

Founder and CEO

Sitel

Strategically grow and develop retail partnerships.  Proactively develop partnerships through enhanced client relationships with national retail clients.  Provide continuous value and insight.   Create customer experience improvements through workforce knowledge, contact reduction, performance improvements, and revenue growth.  Lead and develop a global team of 13 Account Managers and a Business Development Executive.   Generate positive recommendations from client relationships.

Vice President Account Management and Business Development, Retail Vertical

Focus on existing retail relationships providing growth and strategic direction.  Maximize holiday solutions with workforce, contact distribution, and ideal seasonal models.  Develop account management team to lead with value and drive improvements throughout the organization.

Vice President, Global Account Management and Retail Vertical

Sears Holdings Corporation

Responsible for growing revenue, workforce execution, and quality for 8 domestic sites and 5 vendors (4 international and 1 work at home model) totaling 6,000+ agents and 100M contacts.

Director of CCN Support Operations

Lead outsourcing initiative of 30 million contacts to offshore, nearshore and work at home locations.  Engage vendor partners to improve customer experience and performance.  Create global workforce plan with multiple suppliers and multiple locations.  Execute above contract with strong partnerships and relationships.

Manager of Call Center Development

General Manager

Responsible for executing performance metrics in business to consumer parts sales, increasing avoided truck rolls by troubleshooting a range of products, and executing .com consumer calls.

The E.W. Scripps Company

Overall responsibility for customer experience, contact center financial performance and strategic development.  Implemented a program of work at home agents from inception to 300+ working a minimum of 15 hours with a 5 hour a week flexible staffing model.  Decreased customer service calls by 30% annually.  Increased conversion from 42% to 65% using a live statistical testing method.

Vice President of Call Center Operations

Shop At Home Network

Vice President of Sales Operations

Director of Sales Operations

Director of Recruiting and Retention

With a deep-seated commitment to service, my tenure as CEO of A Home Work Solution has been dedicated to transforming contact centers. Our solutions are meticulously crafted to fit the unique needs of each client, ensuring right-fit staffing and optimized operations with technological innovation that have consistently propelled industry leaders forward.

In parallel, my leadership at Parenting Our Parents fosters a nurturing online community for caregivers, reflecting my passion for empowering individuals in their most challenging roles. We orchestrate a symphony of support and resources that enable people to excel in caregiving, a testament to my belief in the power of collective strength and shared knowledge to overcome complex personal and professional challenges.

Are you aging?


Of course you are.


Your parents, your family, your friends, and you -- we are all aging. 


How are you facing aging?  


What aging topics are difficult?


This week I am at a profoundly life changing event in Austin with 50 aging services industry leaders.  The aging population is growing and the senior living space has challenges and tough topics.


Please help us know what tough topics in aging your are facing.  (See link in post).


Thank you for making me welcome to this event.  Joanna LaFleur Carrie Aalberts, MS James Lee Tara Jenkins, MT-BC, CDP, CMDCP Alana Abbott Elaina Davis Nicole Will 


We want your feedback! 


#thinktank2024

Tracey Scheffler

Solving customer service operations biggest challenges - serving, saving, and selling.

View Tara Jenkins, MT-BC, CDP, CMDCP’s profile

Hello, connections!

I need your help. I am here at #thinktank2024 and working with my small group. Alana Abbott, Elaina Davis, Tracey Scheffler and I would love your input. Please take a few minutes to fill out this google form today. 😊

Open article: Tackling Tough Topics Within Aging Services by docs.google.com

Tackling Tough Topics Within Aging Services

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