Leslie Monk

About Leslie Monk

Experienced service and program manager for driving customer service channel creation and service improvement. Direct experience in launching new service channels, operationalizing new IT tools and implementing Human Resources programs. As an operations leader and member of a corporate PMO I have overseen multi-threaded service programs and initiatives which resulted in a 10% increase in customer satisfaction and a quarterly decrease in customer churn. Expertise in Contact Center operations, support and performance improvement with success in organizations of ~25 agents to global networks of more than sales and service associates.Specialties: Business Process Design and improvement, Organizational Learning and Development, Contact Center Operations & Support, Contact & Service Quality, Strategic Planning, Marketing Channel Management, Project & Program Management

Experience

1. Director, Supporter Experience

   ChildFund International

   Mar 2016 — Present · Richmond, VA, US

   Leader of Supporter Care, global sponsorship operations and supporter engagement teams to create and deliver an exceptional supporter experience. Builds long-term relationships that enrich the lives of our supporters by enabling them to fulfill their vision for helping children.The Supporter Experience team drives positive donor management outcomes through inbound and outbound service, ongoing stewardship communications, sponsorship operations that creates meaningful relationships between sponsors and children and growing revenue through appeals and ongoing giving.

Education

• University of Richmond

  BA, International Studies, French

• William & Mary

  MBA, Business Administration

  2002 — 2003

Skills

• Process Improvement
• Team Building
• Management
• Business Analysis
• Quality Assurance
• Human Resources
• Operations Management
• Customer Service
• Program Management
• Contact Centers
• Account Management
• Change Management
• Marketing
• Business Process
• Cross-Functional Team Leadership
• Pmo
• Leadership
• Call Centers
• Business Development
• Management Consulting
• Training
• Customer Satisfaction
• Call Center
• Vendor Management
• Strategic Planning
• Business Process Improvement
• Project Planning
• Project Management
• Outsourcing
• Telecommunications
• Analysis
• Product Management
• Performance Management
• Crm
• Team Leadership
• Sales
• Customer Experience
• Start-Ups
• Sales Channel