Jeffrey Horvath

About Jeffrey Horvath

Senior global customer service leader with 23+ years of experience transforming telecom and BPO operations across international markets. I help organizations scale smarter, serve better, and grow faster by leading global customer operations that reduce costs, improve satisfaction, and strengthen service performance.Throughout my career, I’ve led high-impact expansions across the Philippines, India, Egypt, South Africa, Jamaica, the Dominican Republic, and Kenya. I’ve partnered with top BPO providers such as Teleperformance, Sutherland, Concentrix, and VXI to launch new contact centers, manage large-scale transitions, and integrate more than agents into centralized support models. These initiatives have consistently delivered up to 60 percent in cost savings while improving customer experience metrics.My leadership is both strategic and hands-on. I’ve implemented platforms including Salesforce Service Cloud, NICE inContact, Genesys, Verint, and Power BI to drive performance visibility, workflow automation, and operational efficiency across distributed teams. I’m passionate about building empowered, accountable, and customer-focused teams that consistently exceed key performance indicators.Some key results include: Led global service transformations that consistently outperformed Net Promoter Score and customer satisfaction benchmarks Reduced call transfers by 20 percent and improved customer service scores by 15 percent through IVR system redesign Delivered over leads and sales through upsell programs led by contact center agentsIf you\'re looking to evolve customer operations, expand into new markets, or elevate the customer experience through strategic leadership, I’d love to connect.

Experience

1. Associate Vice President

   Ca Telemarketing

   Mar 2025 — Present · US

   Senior leader overseeing global client services for telecom accounts, managing cross-regional teams across the Philippines, India, and the Dominican Republic. Responsible for multi-million dollar portfolio, driving revenue growth, operational excellence, and superior customer satisfaction.• Lead client services operations across multiple international delivery centers, ensuring consistent execution of service delivery and client satisfaction• Manage and mentor a team of Client Service Managers to uphold high standards in operational performance and service quality• Drive year-over-year revenue growth through strategic account management and innovative service solutions• Consistently exceed key client performance metrics including Net Promoter Score, Customer Satisfaction, and resolution rates while maintaining cost efficiency• Collaborate cross-functionally with operations, finance, and sales to implement scalable, data-driven strategies aligned with client goals

Education

• Malone University

  Bachelor of Arts - BA