Barbara A Roush

About Barbara A Roush

Customer Experience and Customer Support executive with 15+ years of leadership experience transforming global customer operations across B2B and B2C organizations.I specialize in building high-performing customer support, contact center, and order management teams while driving operational improvements that elevate customer satisfaction, loyalty, and business performance.Throughout my career I have led global teams ranging from 10 to 350+ employees across hybrid, remote, and BPO environments, implementing scalable technologies and modern CX strategies including CRM platforms, AI-driven support tools, and data-driven performance management.My leadership approach focuses on aligning people, process, and technology to create efficient operations and exceptional customer experiences.Key strengths include:• Global Contact Center & Customer Support Leadership• Customer Experience (CX) Strategy & Transformation• Order Management & Fulfillment Support• Operational Excellence & KPI Optimization• AI, CRM, and Contact Center Technology Implementation• Workforce Planning & Performance Management• Customer Retention & Revenue Growth Programs• Cross-Functional Leadership Across Sales, Marketing & Operations• BPO & Remote Team ManagementI am passionate about building cultures where teams are empowered, customers feel valued, and organizations achieve measurable growth through exceptional service.

Experience

1. Director Customer Contact Center & Customer Experience

   ProDriven Global Brands

   May 2023 — Present · Pittsburgh, PA, US

   Lead customer experience and support operations across multiple service channels, focusing on operational excellence, service quality, and scalable support systems.Key achievements:• Restructured customer support operations, dramatically improving service performance metrics• Reduced call abandonment rate from 26% to under 2%• Improved ticket resolution time from 15 days to 48 hours• Reduced average call handling time by 55%• Increased First Contact Resolution to 66%• Reduced EDI order errors to under 15%Customer experience impact:• Increased CSAT from 56% to 88% within six months• Improved Net Promoter Score (NPS) from 21 to 34Leadership impact:• Built and mentored high-performing customer support teams through coaching and leadership development• Led continuous improvement initiatives leveraging CRM platforms and AI-driven tools to enhance both agent and customer experiences• Fostered a customer-first culture focused on proactive engagement and long-term loyalty.

Education

• St. John's College

  Bachelor of Science (BS), Special Education and Teaching

Skills

• Sales Order Processing
• Operations Management
• National Accounts
• Sales Operations
• Customer Retention
• Customer Service
• Computer Proficiency
• Order Management
• International Sales
• Marketing
• Inbound Lead Generation
• Telemarketing/Telesales Mgmt
• Retail Sales
• Online Marketing
• Competitive Analysis
• Customer Experience
• Selling
• Communication
• Customer Satisfaction
• Call Center Development
• New Business Development
• Team Building
• Direct Marketing
• Account Management
• Direct Sales
• Program Management
• Customer Service Operations
• Strategy Planning & Execution
• Sales
• Online Advertising
• Market Planning
• Food
• Direct Mail
• Sales Process
• Salesforce.com
• Order Processing
• Negotiation
• Call Center Administration
• Sales Presentations
• Team Management