Motica Lowery

About Motica Lowery

I am a seasoned leader with 15+ years of experience in driving operational excellence and enhancing customer satisfaction across various ecosystems. I have a proven track record of empowering teams to outperform, fostering an environment of inclusivity and collaboration resulting in organizational growth.Furthermore, I am skilled at creating and leveraging CRM strategies, process optimization, and data-driven insights service to boost service quality and efficiency, allowing businesses to excel and make their mark in their industries.Additionally, I am adept at playing an integral role in vendor management, contract negotiations, and cost optimization which has contributed to considerable cost savings. My skills extend to aligning customer experiences with organizational goals. This has led to improved retention rates, reduction in escalations and an increase in overall customer satisfaction.If you\'re passionate about transforming customer experiences and driving brand loyalty, feel free to connect with me.

Experience

1. Global Contact Center Program Manager

   KLA

   Jan 2023 — Present · Ann Arbor, MI, US

   In this role, I manage global contact center operations in diverse locations like Cebu, Dalian, and Yokohama. I manage an international staff of 114 and facilitate over 40K monthly transactions. I formulate and implement CRM strategies boosting customer satisfaction, increasing automation, and enabling customer self-service.Some of my key career highlights include: • Transformed process improvement initiatives, driving increased process compliance and standardizing change management to achieve a 66% reduction in service escalations.• Launched SLA reporting dashboards that motivated vendors to create proactive service failure plans, leading to improved email response times and increased customer satisfaction.• Developed and executed strategies to minimize non-value-added email volume, resulting in a 27% decrease in rejected emails and a 7% reduction in overall email volume.• Led successful vendor contract negotiations and renewals, securing a 5-year agreement with over $2 million in savings and establishing strong SLA targets.

Education

• Capella University

  Master of Business Administration - MBA, Project Management

• Schoolcraft College

  Associate of Arts (A.A.), Business management and heath information technology

• Capella University

  Bachelor of Business Administration - BBA

Skills

• Transition Management
• Soft Skills
• Team Leadership
• Employee Engagement
• Workforce Management
• Payroll
• Bpo
• Quality Assurance
• Hands-on Problem Solver
• Vendor Management
• Employee Benefits
• Offshoring
• Business Process Improvement
• Account Management
• Interviews
• Performance Metrics
• Management
• Metrics Definition and Reporting
• Project Management
• Billing Process
• Service Delivery
• Proficient in Microsoft Office
• Goal Oriented
• Self-Motivated Team Player/Builder
• Metrics
• Contact Centers
• Team Management
• Energetic Leader
• Leadership
• Exceptional People Skills
• People Development
• Customer Service
• Training
• Customer Satisfaction
• Call Center Development
• Microsoft Office
• Sales
• Avaya
• Call Centers
• Outsourcing