Barbara A Roush
Director Customer Contact Center & Customer Experience @ProDriven Global Brands
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WORK HISTORY
Director Customer Contact Center & Customer Experience @ProDriven Global Brands
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
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.
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