Customer Experience Contact Center

Molly Mwesigwa

Senior Director

Punta Gorda, Florida +1-717-***-**** *********@*******.*** LinkedIn

Professional Summary

Dynamic Program Director with a proven track record in optimizing Contact Center business performance. Adept at spearheading overall improvements in KPI results and financial metrics, ensuring the success of on-site and virtual contact centers. Known for motivating teams to adhere to policies, driving successful financial outcomes, and minimizing attrition while maximizing employee engagement. Lead the Customer Experience and Process Excellence Team, contributing to a positive customer experience through strategic policies and initiatives. Recognized for exceptional leadership in multi-location management, financial oversight, and cost-saving transformations. Established and nurtured impactful partnerships with vendor executives, site directors, and teams, consistently exceeding key business metrics. Prior experience includes successful roles at Wells Fargo and Verizon Wireless, showcasing expertise in Enterprise Complaints, HQ Operations, and Vendor Management. Core Expertise

Customer Retention

Leadership

Employee Relations

Employee Retention

Contact Center Management

Process Improvement

BPO Operations

Cost/Expense Reductions

Strategic Thinker

Ability to Prioritize

KPIs

Collaboration

Project Management

DEI Council Member

Customer Satisfaction

Employee Performance

Strategic Approach

Absence Management

Vendor Management

Training Experience

Compliance

Self-Motivated

Workforce Management

Labor Relations

EEOC Compliance

HQ Operations

Employee Development

Work Experience

Program Director, Radial Melbourne, FL 2020-2024

Spearheaded overall performance enhancement of Contact Center business, achieving consistent improvements in daily, weekly, monthly, and annual KPI results and financial metrics.

Accountable for the success of on-site and virtual contact centers' leadership and frontline teams, ensuring the accomplishment of customer service goals and requirements within our verticals.

Directed and motivated Managers, Supervisors, Team Leads, Brand Specialists, and front-line agents to adhere to policies and procedures, maintaining successful financial performance.

Managed employee relations issues to minimize attrition and maximize employee engagement, leading to a cohesive and motivated workforce.

Led the Customer Experience and Process Excellence Team, actively participating in creating, developing, and launching policies, processes, and initiatives for a positive customer experience.

Successfully managed projects, identified potential risks, corrected issues, and communicated project status to National Customer Service executives, fostering successful outcomes.

Demonstrated exceptional leadership skills in managing multi-location sites, overseeing financial responsibilities, and transforming a 24x7 center into a single OOH center, generating significant cost savings. Molly Mwesigwa *********@*******.*** +1-717-***-****

Established and maintained mutually beneficial partnerships with vendor executives, site directors, and teams, ensuring the delivery of an outstanding quality experience to every customer. Additionally, provided coaching and development to leadership teams, consistently exceeding and sustaining key business metrics. Wells Fargo, EO Manager Enterprise Complaints Orlando, FL 2019-2020

Served as EO Manager Enterprise Complaints, effectively leading a team of mortgage escalation specialists to ensure timely and appropriate resolution of customer issues.

Maintained a consistent on-site presence during the pandemic, providing training and management support to frontline teams, enhancing customer experience processes.

Skillfully managed escalated accounts for mortgage customers, title companies, realtors, and stakeholders, guiding them through the mortgage escalation process. Verizon – Multiple Progressive Responsibility Roles 2008-2019 Specific Experience:

Verizon Wireless, Manager – Customer Service HQ Operations Tampa, FL 2018-2019

Spearheaded the Customer Experience and Process Excellence Team, actively contributing to the development and implementation of policies, processes, and initiatives to enhance customer satisfaction.

Managed projects, identified risks, resolved issues, and communicated project status to National Customer Service executives, ensuring successful project outcomes.

Supervised a team of analysts, ensuring compliance with policies and regulations, and provided coverage for the director as needed.

Verizon Wireless, Manager – Customer Service Vendor Management Tallahassee, FL 2016-2018

Cultivated and maintained strong partnerships with vendor executives, site directors, and teams, ensuring exceptional delivery of customer service.

Provided coaching and development to vendor leadership teams, resulting in consistent achievement and surpassing of key business metrics.

Maintained an active on-site presence at the vendor location, actively engaging in partnership activities and driving for continuous improvement and success.

Verizon Senior Manager – Operations Philadelphia, PA; Harrisburg, PA; Wilmington, DE 2008-2016 Education

MBA University of Phoenix, Pittsburgh, PA

BS-Management University of Pittsburgh, Greensburg, PA BS-Accounting University of Pittsburgh, Greensburg, PA SHRM Prep – Human Resources Villanova University, Tampa, FL

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