William H.
Senior Vice President; Contact Center Director @ Hancock Whitney Bank
- Role
- Senior Vice President Contact Center Director at Hancock Whitney
- Location
- Montgomery, AL, US
- LinkedIn followers
- 500 followers
About William H.
CX Evangelist | Technology Fanatic | Next Gen Servant Leader | Change Catalyst | Teacher/Learner | Adventurer* 30+ yrs Client Services Experience* Direct FTE Leadership & 3rd Party Account Management* Verticals - Credit Card, Full Spectrum Lending & Banking, Telecom, Human Resources, Travel, Insurance* Supply Chain Management (Domestic & International)* P&L accountability * Strategic and Technology-forward thinker * Process Engineering (Lean, Agile, Six Sigma)
Experience
Senior Vice President Contact Center Director
Dec 2019 — Present · US
Direct & Lead Bank Omnichannel Contact Centers in the Gulf South and beyond* Create and lead strategic vision for voice servicing leveraging high-tech & high touch methodology * Voice Channel owner of Best In Class Client servicing via \"5 Star\" NPS/SAT and World Class experiences* Support Consumer/Retail Bank (Consumer & Small Business) and enterprise verticals * Business Continuity owner for enterprise voice channel; creation & execution of BCP/DRP for LOB staff across 5 state company footprint
Education
Virginia Commonwealth University
BA, English
1995
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