Operations leader with more than two decades of knowledge and experience in organizations ranging from start-ups to larger organizations looking to improve operational performance
Russ has a specific talent for helping rethink the way work gets done by optimizing how people and tools work together to deliver results. Russ has led initiatives to improve and transform multi-site customer operations, streamline and redesign policy and procedure, improve the customer/client experience, with technology to improve capacity and efficiency. Russ has been invited to speak nationally and internationally on operational metrics, performance management and employee motivation with organizations like PACE (Professional Association of Customer Engagement) and SOCAP (Society of Consumer Affairs Professionals).
Russ’ areas of specialization include: Operations and Performance Management, Net Promoter Certified(NPS), CRM/Omnichannel Solutions, Contact Center Optimization, Workforce Management/Capacity Planning, Vendor Management/Contract Negotiations, Employee Engagement
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