Stacy Holt

About Stacy Holt

With a strong background in Leadership Growth, Facilitation/Training Development and Delivery, Sales, Retention, and Customer Service methodologies, I have built a reputation as a leader who brings departments together to improve relationships and foster growth within departments/companies.My experience involves providing vision and guidance across lines of business, identifying areas of opportunity for growth and improvement. I align project and program strategies with business and financial goals through the establishment of effective policies and procedures.Over more than 20 years of working in various levels of call center organizations in the US and locations around the world, I have developed a passion for assisting people in becoming better today than they were yesterday.ADT - Through process improvements, enhanced the interviewing and onboarding process for newly hired remote/on-site retention agents. Additionally, improved agent retention and delivered newly hired agents performing at 80% or higher compared to their veteran counterparts. Using proven methodologies, I removed barriers and boosted morale for the team of 15 Onboarding Managers/Leads, ensuring consistent delivery of well-trained new hires to over 800 newly hired agents in 2021.Protection 1 - Earned the 2018 President\'s Circle for Protection 1 by launching a Customer Service Call Center that outperformed its sister site, which had been in operation for 20 years. I hired over 100 agents, 8 Managers, and 30-plus support staff, operating 7 days a week, 365 days a year.T-Mobile - Transitioned multiple sites from a Service-Only Call Center to Service and Sales. Enhanced T-Mobile\'s overall revenues by visiting 7 call centers in the US and leading a team of over 50 to offshore support sites. By closing the call center for 3 days and providing training on effective Service and Sales techniques, we significantly improved performance.

Experience

1. Customer Experience Consultant

   Experience Matters L.L.C

   Jul 2023 — Present · Wichita, KS, US

   About Me:As the driving force behind Experience Matters LLC, I bring over a decade of experience in call center management, customer experience enhancement, and team development. My passion lies in transforming customer-facing operations to exceed performance expectations and foster enduring customer loyalty. With a data-driven approach, I help organizations streamline processes, optimize workforce efficiency, and elevate customer satisfaction.My Expertise:CX Journey Mapping: I specialize in mapping out and analyzing every touchpoint of the customer journey to uncover insights that drive meaningful improvements in customer experience.Workforce Optimization: I have a proven track record of optimizing call center operations, from developing performance metrics to implementing innovative solutions that enhance team productivity and satisfaction.Training & Development: I design and implement comprehensive training programs that empower teams to excel, ensuring that new hires quickly become high performers and tenured employees continue to grow.Process Improvement: My focus on process optimization helps organizations reduce costs, increase efficiency, and maintain high standards of customer service.Keynote Speaking:I am also a passionate keynote speaker, delivering insights on customer experience and personal development. By integrating CX principles with self-growth strategies, I inspire both individuals and organizations to strive for excellence.

Education

• Tabor College

  Associates, Business Administration

  2002 — 2004

Skills

• Time Management
• Public Speaking
• Team Management
• Sales Management
• Team Leadership
• Training
• Customer Satisfaction
• Program Management
• New Business Development
• Sales Operations
• Customer Retention
• Customer Service
• Account Management
• Change Management
• Call Centers
• Employee Relations
• Vendor Management
• Coaching
• Human Resources
• Leadership
• Performance Management
• Crm
• Employee Training
• Recruiting
• Cross-Functional Team Leadership
• Call Center
• Management
• Team Building
• Troubleshooting
• Process Improvement
• Customer Experience
• Outlook
• Sales
• Telecommunications
• Analysis
• Project Planning
• Leadership Development
• Operations Management