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none, CA Russian Federation

Senior Consultant

Apparel / Fashion

___________ Focus areas Customer interaction strategy and implementation. New customer interaction channels (social, mobile), multi-channel integration. Quality management and customer satisfaction programs. Call center efficiency and economics improvements. People training and motivation programs. Technology implementation, call distribution, IVR design. Site selection and other call center logistics. ___________ Background • 20+ years of international business experience in United States, Eastern Europe and Asia • 12 years of senior leadership experience in customer care and BPO • Thought leader on the evolution of social media and web as customer interaction channels, frequent...