John Coulter

About John Coulter

In the world of customer experience, the \"human vs. machine\" debate is a false choice. The most successful brands know that the real magic happens at the intersection of both. As Vice President at Five Star Solutions, I help businesses navigate this evolution by building scalable, tech-forward support ecosystems that drive loyalty and operational efficiency.My approach combines a high-level strategic lens with deep technical execution. At Five Star Solutions, we don\'t just provide headcount; we provide a sophisticated global delivery model supported by the industry\'s leading tech stacks.How I Help Brands Scale:• Global Delivery Excellence: Whether it’s the high-touch empathy of our Onshore (US) teams, the cost-effective alignment of our Nearshore (Guatemala) offices, or the massive scalability of our Offshore (Philippines) operations, I ensure the right talent is in the right place.• The Rise of Digital Agents: I specialize in deploying AI-driven digital agents that handle high-volume, repetitive tasks with precision, freeing up human specialists to handle the complex, high-emotion interactions that define a brand.• AI-Powered Insights: We leverage AI for 100% quality monitoring and real-time sentiment analysis, alongside real-time translation tools to break down global barriers. This turns every interaction into actionable data.• Operational Agility: Utilizing the best in class WFM, I help partners maintain an agile workforce that responds instantly to volume spikes and shifting market demands.I am passionate about helping mid-size and enterprise organizations move away from \"legacy\" outsourcing and toward a partnership that offers the flexibility of a boutique firm with the technological horsepower of a global leader.Let’s connect to discuss how we can modernize your CX stack and optimize your global support footprint.

Experience

1. Vice President

   Five Star Solutions

   Jun 2012 — Present

   Passionate about empowering businesses to achieve customer satisfaction excellence through strategic partnerships and innovative CX solutions. At Five Star, we are committed to the power of partnership, working hand-in-hand with our clients to understand their unique needs and aspirations. We believe in the transformative potential of technology, offering a comprehensive suite of CX services that seamlessly integrate AI, omni-channel engagement, and world-class agent support.

Education

• Minnesota State University, Mankato

  Bachelor's degree, Business Administration and Management, General

• Bellevue University

  Master of Business Administration (M.B.A.), Human Resources Management/Personnel Administration, General

  2007 — 2009

• Minnesota State University, Mankato

  Bachelor's degree, Business Management and Human Resources

  2002 — 2006

Skills

• Call Centers
• Business Development
• Management
• Team Building
• Customer Retention
• Banking
• Team Management
• Customer Service
• Strategy
• Budgets
• Inbound Marketing
• Leadership
• Customer Satisfaction
• New Business Development
• Sales
• Sales Management
• Lead Generation
• Team Leadership
• Business Strategy
• Customer Experience
• Recruiting
• Customer Relationship Management (Crm)
• Crm
• B2b
• Outsourcing
• Strategic Planning
• Call Center
• Contact Centers
• Account Management