Michael Greenfest
- Role
- Executive Director Customer Engagement & Experience at The College Board
- Location
- Myrtle Beach, SC, US
- LinkedIn followers
- 500 followers
About Michael Greenfest
Results driven executive leader with expertise leading global service and sales…
Experience
Executive Director Customer Engagement & Experience
Dec 2024 — Present · Myrtle Beach, SC, US
Contact Center Operations & Vendor Management• Directs daily contact center operations and implements the College Board Customer Experiencevision for customer-facing support teams, including: all Tier 1, Tier 2, Tier 3, technical support, outreach and escalation teams for specialized services and SSD• Directs contact center operational activities including process/procedural definition, resourceallocation, and SLA tracking and delivery• Responsible for driving comprehensive performance management across all internal and third-party vendor delivery teams• Coordinates business process details including service transitions, work hand offs betweencontact teams, vendors and subcontractors, and end-to-end service levels• Responsible for fiscal management and effective allocation of resources within call center operationsStrategy & Operational Excellence• Key focus on building and maintain strategic relationships across departments, divisions, and internal and external partners• Driving delivery of transformational change by providing leadership and direction to complex,multi-stakeholder programs focused on improving customer experience in a cost-effective way• Key focus on analyzing business processes and procedures to ensure they support the customer experience objectivesCross-Functional Collaboration & Communication• Leads and develops the Engagement Delivery function providing strong, dynamic leadership andmentoring for customer-facing teams• Directs reporting functions to create broad, detailed, comprehensive reporting capabilities andensuring that reporting is utilized to derive operational insights• Ensures workflows and processes support best in class customer experience and drive alignmentwith divisional and business priorities• Drives and owns the success of consistent communication across internal and external teams to ensure alignment, consistency, and cohesiveness in people practices, team management, and customer service
Education
University of Cambridge
Certificate
Weber State University
Bachelor of Arts - BA
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