Eugenia McDowell
VP Direct Sales & Service, Insurance Contact Center | Ops Excellence | CX Transformation | Digital Strategy | Salesforce | P&L Accountability
- Role
- VP Direct Sales & Service at AAA-The Auto Club Group
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Eugenia McDowell
Results-driven Vice President with over two decades of experience leading large-scale contact center operations within the Property & Casualty (P&C) insurance industry. Known for delivering measurable business impact through operational excellence, digital transformation, and data-informed leadership.Currently overseeing multi-state, high-volume sales and service teams responsible for over 3 million annual customer interactions, driving profitable growth, customer retention, and employee engagement. Proven track record of improving key performance metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), and conversion rates, while maintaining a strong focus on compliance, quality, and service-to-sales effectiveness.Skilled in aligning strategic objectives with customer experience innovation, workforce optimization (WFM), and Salesforce CRM and AI implementation. Successfully leading and partnering with teams driving initiatives transforming legacy operations into agile, tech-enabled environments, enhancing self-service adoption, coaching effectiveness, and cross-functional collaboration.Recognized for my ability to build and mentor strong leadership pipelines, deliver board-ready insights, and lead enterprise change through a lens of diversity, equity, and inclusion (DEI).
Experience
VP Direct Sales & Service
Mar 2024 — Present · US
Education
Strayer University
Associate of Arts - AA, Business Administration and Management, General
Strayer University
Bachelor of Business Administration (BBA), Business Administration, Management and Operations
Skills
- Sales
- Customer Retention
- Direct Sales
- Customer Service
- Coaching
- Call Centers
- Property & Casualty Insurance
- Sales Management
- Strategy
- Customer Satisfaction
- General Insurance
- Cross-Functional Team Leadership
- Insurance
- Contact Centers
- Leadership
- Health Insurance
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