Joseph W. Shipley

About Joseph W. Shipley

Global Customer Support/Success executive, repeatedly recruited to modernize CX operations for some of the world\'s largest and most advanced companies with a lengthy record of driving growth, engagement, and digital transformation. I\'m known for leading rapid turnarounds and have delivered at least 3 high-profile performance \"rescues\" often requiring top-to-bottom restructuring, realignment, and consolidation of people, processes, and technology. I\'ve also supported M+A from both buy and sell sides, preserving morale and fostering a united culture as we steer the organization through successful change. My leadership style is informed by the belief that delivering excellent customer experiences begins by ensuring we deliver an excellent internal experience to our agents/CSRs. This people-first approach has been key in my ability to quickly advance corporate priorities. My strengths include:Strategy + Executive AdvisoryProject + Program ManagementMergers + Acquisition (M+A) IntegrationAgile + Change ManagementInsights, Analytics + ReportingPerformance TurnaroundsTechnology ImplementationsGrowth + Capacity BuildingHiring, Training + CultureStakeholder RelationsCustomer Success + SupportSales EnablementIntegrated Business PlanningProcess RedesignNew Product DevelopmentI\'m dedicated to ongoing learning for personal and professional development so I welcome new connections and relevant industry conversations. Email: J••••••••@gmail.com

Experience

1. Vice President Customer Care

   Owens & Minor

   Jan 2024 — Present · New York, NY, US

   Transformed 75 Customer Advocates into a High-Performing Customer Success Team: Inherited a team of 75 customer advocates and strategically restructured it into a cohesive and efficient customer success team. Implemented appropriate leadership roles, streamlined processes, and fostered a customer-centric culture, resulting in improved client satisfaction and long-term business success

Education

• NYU Stern School of Business

  Master of Business Administration (MBA)

  2010 — 2012

• Georgetown University

  Bachelor of Science - BS, International Political Economy

  2001 — 2005

Skills

• Strategy
• Financial Modeling
• Financial Analysis
• Management Consulting
• Finance
• Strategic Planning
• Analysis
• Business Analysis
• Mergers & Acquisitions
• Management
• Competitive Analysis
• Valuation
• Business Strategy
• Economics
• Entrepreneurship
• Corporate Finance
• Business Development
• Crm
• Data Analysis
• Business Valuation
• Business Planning
• Team Leadership
• Strategy Development
• Project Management
• Budgets
• Business Transformation
• Go-to-Market Strategy
• Agriculture
• Erp
• Nursery
• Nursery Management
• Lims
• Travel
• Business Travel
• Finance Transformation
• Business Case
• Requirements Gathering
• Business Requirements
• Business Process Design
• Process Improvement