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Start for FreeAllan Harari
SVP, Director of Retail Bank Contact Center @Comerica Bank
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WORK HISTORY
SVP, Director of Retail Bank Contact Center @Comerica Bank
Led the customer-centric transformation of the Retail Customer Contact Center, overseeing millions of annual interactions to enhance trust, loyalty, and satisfaction across the end-to-end customer lifecycle- Directed a 220-person organization with an $18M P&L, aligning contact center strategy with enterprise objectives and influencing executive leadership to champion customer-focused initiatives through robust enterprise governance- Established an enterprise operational framework, implementing key metrics (KPIs/KRIs) to translate millions of customer interactions into actionable customer insights for continuous, data-driven improvement- Spearheaded the bank\'s first enterprise AI integration with Cresta AI, deploying Virtual Agent and Agent Assist to enhance the digital experience, service delivery, and customer insight analytics- Achieved a 40% reduction in Average Handle Time and cut the Average Speed of Answer from over 25 minutes to under 60 seconds, directly improving the digital experience and customer satisfaction- Reduced inbound call volume by 10% and optimized a 40% FTE deficit without additional headcount, leveraging technology to scale customer support and drive revenue impact through efficiency- Boosted customer loyalty and retention by increasing CSAT from 92% to 94% through data-driven training, while reducing employee attrition from 65% to under 30%- Managed a $2.5M+ technology roadmap to modernize QA and Workforce Management systems, driving significant infrastructure efficiencies and positive revenue impact- Championed the voice of the customer in cross-functional partnerships, shaping the go-to-market strategy for the bank’s first fully digital CD account opening process to optimize the customer lifecycle- Enhanced customer safety and trust by creating an omnichannel fraud prevention strategy in collaboration with risk and digital teams, reinforcing enterprise governance with an impeccable compliance record
EDUCATION
University of the Incarnate Word
Bachelor of Science - BS, Business Administration and Management, General
University of the Incarnate Word
Master of Business Administration - MBA
ABOUT ALLAN HARARI
I’m a customer experience and operations leader passionate about helping financial services and customer service organizations transform how they serve customers at scale. Over the past 15+ years, I’ve led enterprise CX strategy, modernized contact centers through AI and digital innovation, and built high-performing teams that deliver both meaningful customer outcomes and measurable business impact.Areas of Expertise- CX Executive | SVP | Financial Services | Contact Center Transformation | Digital & AI Enablement- Enterprise Customer Experience Strategy | Omnichannel Operations | Workforce Management (WFM)| Quality Assurance (QA)- Operational Excellence | Cost Optimization ($14M savings)| Process Improvement | Scalable CX Ecosystems- Data & Analytics | Automation | KPI Performance | Customer Journey Optimization (32M+ interactions)- Executive Leadership | Board Advisory | Change Management | Regulatory & Risk Management | High-Performance TeamsI genuinely enjoy connecting with leaders who are focused on elevating customer experience, driving operational excellence, and navigating complex transformation—feel free to reach out if that sounds like you at h••••••••@yahoo.com.
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