Mike Hallowell

About Mike Hallowell

25+ year pioneer and veteran in the contact center (BPO & CCaaS) industries at marquee partners such as Alorica (EGS/APAC), Concentrix (Convergys/Stream) and Sitel (Sykes/ICT Group). I have extensive experience across all key verticals with deep-rooted expertise in Healthcare, FinTech, Retail and Communications/Media.Solutions strategist helping organizations maximize their global delivery footprint, digital transformation journey and generative AI-assisted Customer Experience best practices. Subject matter expert in the use of business analytics and artificial intelligence to drive customer experience and process efficiencies.Speaker at industry conferences on the topics including:• Outsourcing trends• Creating successful BPO partnerships • Embracing AI and new technologies in the contact center Community Leader • President - La Salle University\'s Alumni Association• Trustee - La Salle University Board of Trustees Specialties: Consultative partnering in determining contact center strategy via• Improved Customer Engagement• Expansion and wallet-share growth• Customer Retention and Lifetime Value (LTV)• Process Innovation and efficiency gains• Customer Advocacy and driving highest net promoter and customer experience scores• Strategic outsourcing and decommissioning of captive contact centers• Cost containment - lowering account servicing or new customer acquisition costs• Access to better technology in the contact center environment• Agent Empowerment via integrated workflow tools and best practices

Experience

1. Head of Global Sales - Strategic Verticals

   ibex

   Mar 2023 — Present · Philadelphia, PA, US

Education

• La Salle University

  Bachelor’s Degree, Communication and Media Studies

Skills

• Customer Retention
• Customer Service
• Customer Satisfaction
• New Business Development
• Mortgage Lending
• Consumer Lending
• Telemarketing
• Banking
• Team Management
• Mortgage
• Cost Containment
• Strategic Decommissioning
• Lead Generation
• Vendor Management
• Business Process Outsourcing (Bpo)
• Strategic Partnerships
• Call Centers
• Business Development
• Business Process Outsourcing
• Call Center
• Credit Cards
• Sales
• Team Leadership
• Inbound Marketing
• Leadership
• Sales Management
• Workforce Management
• Cost Accounting
• Investments
• Customer Relationship Management (Crm)
• Mergers
• Process Improvement
• Mergers
• Customer Experience
• Outsourcing
• Enterprise Relationship Management
• Management
• Contact Centers
• Business Process Improvement
• Executive Management