Vicki W.

About Vicki W.

I’m a customer experience and operations leader who believes the best results come from strong relationships, clear strategy, and a healthy culture.Over the past decade, I’ve helped mission-driven and corporate organizations grow through stronger client partnerships, smarter operations, and teams empowered to do their best work. Whether leading large-scale support operations, designing Voice of the Customer programs, or coaching emerging leaders, my goal is always the same: to create clarity, connection, and sustainable success.I’m especially energized by roles that combine strategy, relationship-building, and team development—and I thrive in remote or hybrid environments that value trust, transparency, and ongoing learning.Let’s connect if your organization is looking for a leader who brings both empathy and execution to every client and team interaction.

Experience

1. Associate Vice President

   ACD Direct - Contact Center Solutions

   Dec 2024 — Present

   Designed and launched a 12-week micro-training program focused on emotional intelligence, change management, and customer experience to strengthen leadership capability across teams.Led cross-functional automation and process-improvement initiatives that increased productivity, reduced manual work, and improved operational efficiency.Established real-time performance monitoring and escalation protocols, improving SLA consistency and accelerating issue resolution.Implemented scalable systems and reporting enhancements that improved data-driven decision-making and supported organizational growth.Drove call center operational improvements through workflow automation, modernized reporting, and enhancements to the agent journey.Created and facilitated a quarterly Best Practices Roundtable, deepening client partnerships and promoting shared strategic insights across nonprofit organizations.Collaborate directly with the CEO, COO, CFO, and CTO to shape organizational strategy, refine operational priorities, and ensure cross-functional alignment.Analyze financial performance and identify operational levers to maximize profitability, optimize resource allocation, and support sustainable growth.Provide executive insights on client trends, risks, and opportunities to influence product direction, operational planning, and long-term growth initiatives.Mentor emerging leaders and contribute to succession planning across operations and client services.

Education

• University of Colorado Boulder - Leeds School of Business

  Certificate, Customer Experience

• University of Phoenix

  Associate of Arts (A.A.), Business Administration and Management, General

  2007 — 2009