Ann Magie
Management Consulting - Business Transformation - Digital Customer Service Practice
- Role
- Management Consulting - Business Transformation - Customer Service Practice at EY Studio+
- Location
- North Richland Hills, TX, US
- LinkedIn followers
- 500 followers
About Ann Magie
After many years in Contact Center operations leadership roles, I transitioned to…
Experience
Management Consulting - Business Transformation - Customer Service Practice
May 2022 — Present · Dallas, TX, US
As a Business Consulting Manager in the Digital Customer Service practice at EY Studio+, I am responsible for leading workstreams in large-scale Customer Service transformations. Some examples of recent projects include:• Led large-scale Customer Service transformations by defining and implementing Operational Excellence Frameworks, achieving significant cost reductions. • Directed the Customer workstream for a corporate merger, analyzing current state organizations and recommending target operating models. Utilized project management framework leading up to Day 1 and planning for a 2-year Transition Service Agreement exit.• Developed strategic roadmaps and KPIs to prioritize AI initiatives, enhancing customer experience and operational efficiency. Provided Product Owner support to the Scaled Agile development process.
Education
Texas State University-San Marcos
BBA
Skills
- Quality Assurance
- Wireless
- Customer Relationship Management (Crm)
- Service Delivery
- Business Analysis
- Employee Engagement
- Workforce Management
- Disaster Recovery
- Knowledge Base
- Microsoft Excel
- Contact Centers
- Business Process
- Saas
- Call Center
- Outsourcing
- Team Building
- Management
- Call Centers
- Software as a Service (Saas)
- Knowledge Management
- Team Leadership
- Cross-Functional Team Leadership
- Business Process Improvement
- Vendor Management
- Crm
- Executive Management
- Operations Management
- Integration
- Customer Retention
- Customer Service
- Program Management
- Process Improvement
- Microsoft Office
- Sales
- Software Documentation
- Knowledge-Based Systems
- Customer Experience
- Contract Negotiation
- Leadership
- Enterprise Software
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