Wendyann Hornak

About Wendyann Hornak

I’ve spent close to 30 years working across customer experience, contact center operations, and global BPO delivery.Much of that time has been spent partnering with B2C teams as they grow. And growth is usually where things get complicated. Customer volume increases, costs rise, and the support model that once worked starts to show cracks.That’s where I come in.As VP of Customer-Centric Partnerships & Growth, I work with CX, operations, and revenue leaders to build customer support systems that scale without losing quality, trust, or the human side of the experience.I typically help you:• Scale customer support during growth and peak seasons• Reduce cost-to-serve while protecting CSAT and NPS• Manage high-volume, multi-channel customer interactions• Apply AI and automation in practical, responsible ways• Build nearshore, offshore, and hybrid delivery models that hold upOver the years, teams I’ve partnered with have improved service consistency, reduced cost in meaningful ways, and scaled support operations to handle complex customer demand.What matters most to me is building something that works long-term.For your business. For your customers. And for the people delivering the work.Outside of work, I’m usually keeping up with my two kids, their sports schedules, and two dogs who are convinced they run the house.If you’re rethinking how customer support should work as you scale, I’m always open to a conversation.

Experience

1. VP Customer-centric Partnerships & Growth

   Startek

   Sep 2025 — Present

   I lead customer-centric partnerships for B2C brands navigating growth, scale, and increasing complexity in their customer support operations.My role sits at the intersection of CX, operations, and growth. I work closely with CX, Ops, and revenue leaders to design support models that balance cost, quality, and the human experience.My focus includes- Partnering with enterprise and high-growth B2C brands to scale customer support sustainably- Designing global delivery models across nearshore, offshore, and hybrid environments- Helping teams improve cost-to-serve while protecting CSAT and NPS- Applying AI and automation in practical ways that support agents and customers- Building long-term partnerships rooted in trust, transparency, and resultsStartek supports complex, high-volume customer operations across multiple industries and regions, combining human-led delivery with technology-enabled

Education

• Northampton Community College

  Business, Management, Marketing, and Related Support Services

  1995 — 1997