Kurt Wilson

Director Customer Support and Operations

Fullscript

Reported to the VP of Customer Experience, overseeing frontline operations, customer center technology, and insights. Managed eight direct reports, 140 agents across Canada and the US, and a $12M annual budget, driving operational improvements, AI adoption, and customer experience transformation

Head of Service Operations

Hopper

Managed a $4.5B client portfolio across 6 sites and 8 languages, driving operational excellence and account penetration. Successfully scaled the business from $1.3B to $4.5B revenue, reducing CPT from $11 to $3.50 and boosting C-Sat from 83% to 89% by leveraging AI for automation and process improvements.

Client ManagementProcess ImprovementBudget Management

Director of B2B Call Centers

Established and led a B2B call center for Capital One Travel, overseeing the launch of 4 sites with 500 agents and managing a $25MM operating budget. Drove significant financial improvements, increasing GM% from 42% to 51% and C-Sat from 86% to 93% through strategic planning and operational oversight.

B2B OperationsStrategic PlanningBudget ManagementCustomer SatisfactionTeam Leadership

Assistant Vice President, Operations

Managed end-to-end operations for a facilities management platform, overseeing client onboarding, sourcing, and dispatching of cleaning teams. Responsible for customer success and inventory management, ensuring seamless service delivery.

Operations ManagementOnboardingFacilities ManagementCustomer SuccessSupply Chain ManagementTeam LeadershipProcess Optimization

Senior Director of Customer Experience

Promoted to lead client services and operations, managing customer care, city operations, and internal knowledge management with a $6MM budget and 120 FTEs. Drove revenue growth by $1.4MM, reduced attrition from 33% to 5%, and improved C-Sat to 83% by optimizing processes and implementing retention programs.

Operations ManagementBudget ManagementEmployee RetentionProcess OptimizationFraud PreventionQuality AssuranceTeam LeadershipRevenue

Director of Customer Care

Oversaw implementations and day-to-day operations for customer care, central sales, and account management, providing strategic direction and driving revenue growth. Reduced inbound phone contacts by 30% saving $100K annually, and increased customer satisfaction to 95%+ through KPI implementation and coaching.

Sales ManagementKPIsCustomer SatisfactionRevenueVendor ManagementBusiness Development

Director of Operations

Managed an outsourced call center, overseeing customer support, back-office services, and tech support for global restaurants and consumers. Reduced call center contact by 40% saving $250K annually, and raised C-Sat from 89% to 94% through analytics and coaching.

Call Center OperationsCustomer SupportVendor ManagementBudget ManagementCustomer Satisfaction

Call Center Manager

Managed all aspects of call center strategy and customer experience, focusing on inbound lead generation, inside sales, and customer service for the insurance industry. Successfully reduced attrition from 10% to 0% and launched a new call center platform with 99.99% uptime, cutting abandoned calls to 2%.

Customer ExperienceLead GenerationInside SalesSales Strategy

Director, Global Account Management

Sitel

Managed a $20MM client portfolio across multiple domestic and offshore sites, serving as the primary liaison between business development and service delivery. Maximized performance incentives by exceeding operating profit goals by 2% and doubled inbound sales conversion rates from 27% to 55%.

Operational ExcellenceProcess ImprovementTeam LeadershipCustomer Relationship Management

Operations Manager

Sitel

Managed daily operational aspects of call center activities, ensuring efficient service delivery and adherence to performance targets. Supervised a team to optimize workflows and maintain high standards of customer support.

Operations ManagementPerformance MonitoringService DeliveryWorkflow OptimizationCustomer Support

Coach/Team Manager

Sitel

Coached and managed a team of customer service representatives, focusing on individual and team performance improvement. Implemented training programs and provided constructive feedback to enhance service quality.

Team ManagementCoachingPerformanceCustomer ServiceFeedback

Quality Assurance Representative

Sitel

Monitored and evaluated customer interactions to ensure compliance with quality standards and company policies. Provided detailed feedback to agents and management for continuous improvement in service delivery.

Quality AssuranceComplianceCustomer Service