Tim Langston
Client Service Executive- servant leader delivering on best-in-class client experiences for the mobility, technology/software, and financial services industry for over 20 years.
- Role
- Sr Vice President at KeyBank
- Location
- Joplin, MO, US
- LinkedIn followers
- 500 followers
About Tim Langston
PROFESSIONAL SUMMARYSix Sigma Global Account Management and Operations Professional leveraging 17+ years of contact center and client management success Expert in mobile service, satellite/streaming paid entertainment, hardware/software troubleshooting/support, and financial sectors 10 years in SaaS sales and support for both consumer and business Innovative self-starter, owning initiatives/proficient in taking measured risks Skilled technology analyst, introducing leading-edge solutions in areas such as AI, telephony, IT, and automation Project manager, delivering on time/on budget Valued client advisor, building strategic relationships with internal, external, and executive stakeholders Hands-on, metrics-driven leader, transforming underachieving organizationsCORE COMPETENCIESCommitted to exceeding customer expectations, transforming difficult clients into referenceable accounts Consistent record of achieving unprecedented results P&L management Continuous Improvement re-engineering and road-mapping Diversifying and growing revenue streams Advanced data analytics Solutions design Audit and business continuity planning EBITDA strategies Internal/external reporting and documentation Benchmarking and performance metrics Customer acquisition, retention, and loyalty programs Meticulous QA management Strategic pricing Contract negotiations Workflow management Global implementations Multi-channel customer interaction (voice, text, email, social media, instant message) Start-ups and turnarounds IVR integration New products/services launch Forging of strong stakeholder relationships
Experience
Sr Vice President
Feb 2022 — Present · Joplin, MO, US
Sr. Vice President/Sr. Operations Manager – Mar/2022 – PresentReport to Senior VP, Operations/Director. Manage front line support professionals for numerous financial services, continuous improvement, and performance/development management. Services include online banking, Tier 1 and 2 support, investment, loan servicing, mortgage servicing, and credit card support supporting multi-channel solutions. • Accountable for 2 direct reports with 30 indirect reports supporting over 1500+ frontline employees across numerous call types. Strong focus on escalated resolutions, retention, and upgraded services. • Management of Continuous Improvement Framework, submissions, and organizational changes totaling more than $5MM in company savings. • Launched and managed continuous improvement strategies for site through collection of teammate feedback and best practices resulting in 1 million plus in savings annually. • Led site coaching and development strategies with strong focus on behavioral change resulting in talent development and performance management when needed. • Achieved highest eNPS results for any team after improving 12% in just 12 months. • Supported vendor manager and 300+ employees internationally. Contract fulfillment, billing, continuous improvement, and workforce strategies are a few of the areas of leadership provided.
Education
Missouri Southern State University
Bachelor's degree
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