Bret Collins
Leading to make results happen every day!
- Role
- Vice President Contact Center Optimization at Your Leadership Matters
- Location
- Kansas City, MO, US
- LinkedIn followers
- 500 followers
About Bret Collins
Experienced operations executive with a demonstrated record of exceeding operational…
Experience
Vice President Contact Center Optimization
Jun 2016 — Present · Kansas City, MO, US
Bret is a self-described contact center junkie who specializes in innovative approaches that simplify processes and enable large organizations to engage employees in owning the customer experience. Bret brings more than two decades of experience in Omni channel customer support, leveraging technology and reporting to create the consistent experience consumers and businesses desire when interacting with contact center personnel. In a recent experience Bret stabilized call, email, mail, and social media answer times while supporting a 10% growth in the payment solutions portfolio. Prior to joining CCTS, Bret held executive positions ranging from mid to large operations in diverse arenas including financial services, healthcare and telecommunications. Bret has led global teams as large as full time equivalents, supporting retail, consumer, business and government customers for technical support, customer service, sales, credit and collections.
Education
University of Missouri-Columbia
BA, Political Science
1982 — 1986
Skills
- Consultative Selling
- Change Management
- B2b
- Customer Relations
- Outsourcing
- P&L
- Budgeting
- Sales
- Team Building
- Management
- Vendor Relations
- Business Process
- Customer Satisfaction
- Leadership
- Forecasting
- Program Management
- Contract Negotiations
- Quality Assurance
- Bpo
- Strategic Planning
- Employee Relations
- Sales Operations
- Customer Retention
- Performance Management
- Customer Service
- Sales Management
- Employee Engagement
- Sales Support
- Workforce Management
- Leadership Development
- Executive Management
- Problem Solving
- Operations Management
- Cross-Functional Team Leadership
- Business Process Outsourcing (Bpo)
- Call Centers
- Process Improvement
- Customer Experience
- Expense Control
- Contract Negotiation
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