Wes Welch

Senior Director of Operations & Bpo Manager @Newfold Digital

Design and execute strategies to optimize operations for a SaaS company with 1500+ global support agents servicing 7M+ customers at 24/7/365 Sales and Support Contact Centers, handling 5M+ customer contacts per year, and driving $20M+ in revenue on service calls. Drove strategies for multiple brand support, ticketing, sales, and customer experience teams for 18 Brands and five geo-locations with unique KPIs, including AHT, CSAT, FCR, Retention %, RPC, Escalation %, and SLAs. Served as an advisor to the Fraud and Abuse Teams to meet the TOS and improve the security of our brands. Cultivated and maintained the relationship with one of the largest BPO providers globally with ~500 FTE. Led strategies to offshore departments to our BPO partners for voice and chat customer contacts, achieving a $3.5M portfolio reduction over two years across multiple sites.