Jeff Gove
Consultant, Vice President Operations & Contact Center @Independent Consultant
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WORK HISTORY
Consultant, Vice President Operations & Contact Center @Independent Consultant
Philadelphia, PA, US
Most Recent: Role: Vice President (Consultant)- Contact Center OperationsIndustry: Healthcare & HIPAA regulationsSize & Scope: 500+ seats - North America multisiteTechnology: NICE/CXone, Amazon Connect, CRM, RPA Providing well-received consulting for sales, customer success, customer service, account management, and technical support enterprises Established teams from the ground up as well as restructures and turnarounds Contact Center operations & technology expertise - On-Premise to SaaS/CCaas/UCaaS - VOIP Telephony
EDUCATION
Pacific Christian College
BS, Organizational Management
Hope International University
MS, Management, Technology
Drexel University College of Medicine
Emergency Medical Technology/Technician (EMT Paramedic)
SKILLS
ABOUT JEFF GOVE
Global Customer Operations Executive driving CX, Contact Center, and IT Operations transformation across SaaS and CCaaS. Known for applying AI and automation to reduce cost, scale service, and materially improve NPS, retention, and customer satisfaction. Builder of high-performing global teams in growth and turnaround environments.AboutI am a Global Customer Operations executive with a proven track record of transforming CX, contact centers, and IT operations through AI, automation, and disciplined execution. I partner with founders, boards, and executive teams to scale service organizations, improve margins, and turn customer operations into a durable competitive advantage across SaaS, CCaaS, and complex enterprise environments.My background spans Customer Success, Major Account Management, Contact Centers, and IT Operations, with deep expertise aligning delivery excellence to retention, expansion, and long-term customer value. I specialize in AI-enabled self-service, workforce optimization, and operating-model redesign—consistently lowering cost while improving customer outcomes.Recognized as a trusted executive operator, I translate strategy into execution—stabilizing underperforming organizations, strengthening strategic accounts, and leading transformation in both high-growth startups and large-scale turnaround environments. My approach is pragmatic and data-driven, balancing speed with governance in regulated and enterprise contexts.I am a collaborative, values-driven leader who has built and scaled global teams from fewer than 10 to 750+, fostering cultures of accountability, ownership, and continuous improvement. I design scalable, efficient service and success models that earn customer loyalty while maintaining rigorous cost discipline.Selected Impact• Increased NPS from –47 to +40, establishing service and success practices adopted as a gold standard• Improved customer satisfaction from ~20% to 98%+, sustained for 3+ years across enterprise and government clients• Reduced live-agent volume by 60% in 18 months through AI-enabled self-service and automation• Built and scaled a 200-seat contact center to supporting multi-year enterprise and government programs• Created an AI-supported SaaS retention model, improving retention by 300% in year oneAreas of FocusCustomer Service & Technical Support • Customer Success & Strategic Accounts • Contact Center Operations • IT Operations • Business & Operational LeadershipEngagement: Full-time | Contract | FractionalWork model: On-site (Philadelphia metro)| Hybrid | Remote
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