Stephanie Hinson

About Stephanie Hinson

I am a results-driven Customer Experience and Operations Executive with 20+ years of progressive leadership experience driving enterprise-scale service delivery within Fortune 500 BPO environments. My career has been built around leading large, complex, multi-site organizations and delivering measurable improvements in customer experience, operational performance, and profitability across healthcare, communications, financial services, automotive, and technology sectors.Throughout my tenure, I have led 400–600+ FTE teams and managed multimillion-dollar client portfolios ranging from $5M to $29M, with full P&L accountability. I bring deep expertise in enterprise CX strategy, workforce optimization, KPI and SLA governance, regulatory compliance, and large-scale operational execution. I am known for translating data into action—leveraging automation, RPA, and AI-enabled process redesign to improve service quality, reduce cost, enhance retention, and strengthen long-term client partnerships.As a people-first leader, I am recognized for building high-engagement, accountable cultures that consistently exceed service, quality, and financial targets. I invest heavily in leadership development, succession planning, and workforce stability, ensuring teams are empowered, resilient, and aligned with business goals. I am equally comfortable partnering with C-suite executives and frontline leaders, using clear communication, strong relationships, and analytical problem-solving to drive alignment and results.I thrive in environments that demand strategic thinking, operational rigor, and continuous improvement—and I bring a steady, execution-focused leadership style grounded in trust, transparency, and measurable impact.

Experience

1. Contact Center Operations Director

   Mitec Solutions Document Management

   Feb 2026 — Present · US

Education

• University of Phoenix

  Bachelor of Science (BS), Business Management

Skills

• Change Management
• Management
• Call Centers
• Team Leadership
• Project Management
• Business Process Improvement
• Service Delivery
• Operational Excellence
• Customer Experience
• Leadership
• Outsourcing
• Customer Satisfaction
• Workforce Management
• Quality Assurance
• Performance Management
• Coaching
• Contact Centers
• Six Sigma
• Telecommunications
• Customer Service
• Team Management
• Operations Management
• Transition Management
• Process Improvement