Customer Experience Contact Center

Steven Waltz

Director of Contact Center Operations & Customer Experience BPO Transformation Revenue Growth Leader

Fitchburg, MA 978-***-**** *******@*****.*** linkedin.com/in/stevenfwaltz

Executive Summary

Dynamic Contact Center and CX Executive known for transforming operations, cutting costs, and driving revenue growth for BPOs, energy firms, and outsourcing partners. Expert at scaling nearshore and remote teams from 20 to 250+ agents, optimizing omnichannel operations, and delivering $7.4M+ in new revenue and 40% cost savings. A bold, results-driven leader who brings urgency, innovation, and relentless execution to every engagement.

Selected Achievements

$1.4M Annual Savings: Cut costs by 40% within 30 days by transitioning to a nearshore BPO model and boosting KPIs by 38%.

$4.8M Revenue Generation: Built and scaled B2B outbound appointment-setting campaigns that expanded sales pipelines by 25%.

$1.2M Revenue Recovery: Launched churn-reduction strategies that captured lost revenue across wholesale energy programs.

Team Scaling: Expanded operations from 20 to 250+ agents while reducing onboarding time by 40% and maintaining service excellence.

Conversion Optimization: Drove a 22% lift in lead conversion rates through CRM integrations and automated performance tracking.

Core Competencies

Contact Center Operations (Domestic, Nearshore, Remote)

Customer Experience (CX) Leadership & Optimization

Revenue Growth, Retention, and Sales Enablement

Vendor Management & BPO Transformation

CRM & Contact Center Systems (Salesforce, Five9, NICE, Avaya)

KPI Development, Analytics, and Automation (AI, Dashboards)

Budgeting, Forecasting, and P&L Management

Professional Experience

AM Conservation / Energy Federation Inc

Director of Contact Center Operations March 2021 – May 2025 Remote

Spearheaded near-shore outsourcing, slashing operational costs by 40% ($1.4M annually) and boosting KPIs by 38% within 30 days.

Built and launched a B2B lead generation program, delivering $4.8M in new revenue within the first year.

Deployed churn-reduction campaigns across wholesale energy programs, recovering $1.2M in at-risk revenue.

Integrated Five9 and Salesforce to automate KPI tracking, real-time agent coaching, and executive reporting.

Optimized vendor performance and SLA compliance for domestic and nearshore energy sector partners.

UHealth Solutions

Supervisor, Call Center May 2019 – March 2021 Remote/Hybrid

Led multi-channel contact center operations for healthcare programs, focusing on intake accuracy, patient experience, and service quality.

Increased intake form accuracy by 20% and reduced intake errors by 15% by deploying real-time grammar tools and targeted agent training.

Integrated Salesforce Health Cloud with KPI dashboards, streamlining operational insights and driving faster executive reporting.

ITT Educational Services

Regional Director, Call Center Operations May 2016 – April 2019

Directed multi-site call centers specializing in outbound B2C sales, enrollment, and lead conversion.

Scaled contact center operations to over 100 agents across multiple regions, reducing time-to-hire and onboarding cycle by 35%.

Launched QA dashboards and real-time reporting, improving agent productivity and sales close rates by double digits.

Ellis University

Vice President, Contact Center Operations January 2008 – May 2016

Led contact center transformation post-acquisition, integrating CRM systems and rebuilding operational strategy.

Scaled admissions team from 20 to 100+ reps in under 12 months, driving a 35% year-over-year enrollment increase.

Negotiated and managed vendor contracts for outsourced lead generation and admissions services.

Kaplan University

Executive Director, Call Center Operations January 2004 – January 2008

Built and scaled Chicago-based admissions contact center to 250+ agents in under 8 months.

Increased enrollment conversion rates by 20% through CRM integration (Orien CRM) and Avaya telephony upgrades.

Developed customized performance dashboards, improving lead scoring, QA evaluation, and agent performance management.

Technical Proficiencies

CRM Systems: Salesforce, Salesforce Health Cloud, Microsoft Dynamics 365 (D365), NetSuite, Orien CRM, Nutshell CRM

Contact Center Platforms: Five9, Avaya, NICE inContact, LiveChat, Verint

Business Intelligence: Tableau, Power BI, Google Analytics

Automation Tools: KPI Dashboards, Automated Scorecards, AI-Based QA Systems

Sales Enablement: HubSpot, Salesforce Sales Cloud

Education

Master of Science in Business Administration

Johnson & Wales University – Providence, RI

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