Ruth Rose

Experience

• 

  Sutherland

  Sept 2007 - Jul 2023

  Responsible for identifying, evaluating, establishing and cultivating relationships within Sutherland’s Fortune 500 & 1000 clients. Drove the omni-channel sales solution to successfully turn new global business prospects into clients, ensuring client satisfaction within the sales and delivery model, managing the sensitivities through all aspects of the account relationship from prospect through delivery. Responsible for creating account strategy and proactive management of the relationship between the client and Sutherland.Lead processes and deliver resources to the client to achieve goals and objectives to transform their customer experience, service, and support organization. Communicated regularly with the client on how Sutherland delivered on its value propositions, commitments, and agreed service levels.Achievements:Managed oversight of service delivery, retention, and growth for $40M P&L for a leading website services, social media platform, & education technology provider with operations spanning five geographies. Contracted and billed $18M net new revenue and $56M total contract value in new client business. Show less Responsible for managing and growing relationships within Sutherland’s Fortune 500 & 1000 clients, ensuring client satisfaction within the delivery model and managing the sensitivities through all aspects of the account relationship.Responsible for proactively creating the account strategy and management strategies of the relationship between the client and Sutherland. Led processes and delivered resources to the client to achieve goals and objectives. Identified operational gaps and communicated measures taken to close gaps in operational delivery and improve KPI performance. Communicated regularly with the client on how Sutherland was delivering on our value propositions, commitments, and service levels.Achievements:Managed the relationship and growth responsibilities for clients in multiple industries spanning five geographies. Grew relationship with a leading website services client from $6M ACV to $36M ACV in 24-months. Show less Responsible for managing and growing relationships within Sutherland’s Fortune 500 & 1000 clients, ensuring client satisfaction within the delivery model and managing the sensitivities through all aspects of the account relationship.Responsible for proactively creating the account strategy and management strategies of the relationship between the client and Sutherland. Led processes and delivered resources to the client to achieve goals and objectives.Identified operational gaps and communicated measures taken to close gaps in operational delivery and improve KPI performance. Communicated regularly with the client on how Sutherland was delivering on our value propositions, commitments, and service levels.Achievements:Managed the relationship responsibilities for clients in multiple industries spanning five geographies. Managed and responsible for $10M P&L across named education technology clients. Show less Responsible for oversight for the day-to-day operations of customer care teams for the world’s leading software programs supporting accountants & advisors, including 2 customer experience managers and 30 customer experience advisors. Responsible for working with management and client leadership to drive program profitability through performance and operational excellence, including performance improvement, and identification of training needs. Responsible for working with vendor manager to deliver measurable service level and key performance results to drive improvement. Responsible for overall performance of organization, delivering weekly, monthly, and quarterly business reviews. Responsible for professional development and improvement of team managers to drive performance in consultants and desirable outcomes of service delivery agents. Drive employee engagement and development, identify opportunities for career advancement and drive identified action plans. Achievements:Overall $20M P&L responsibility of program. Drove 40% points of tNPS improvement in 14-months. Show less Responsible for oversight of contact center team managers supporting the world’s leading small business financial management software, including up to 8 direct reports and 70 indirect reports. Responsible for working directly with account managers to drive program profitability through performance and operational excellence, including the delivery of compensation plans, managing employee time, managing performance improvement, and identification of training needs. Responsible for working directly with client manager to deliver measurable results and drive improvement. Responsible for overall performance of organization, delivering weekly, monthly, and quarterly state-of-the-business. Also responsible for development and improvement of team managers to drive performance in consultants. Drive employee engagement and development, identify opportunities for career advancement and drive identified action plans. Responsible for the promotion of 3 consultants into Team Manager roles within 2 years. Financial responsibility for overall profitability of programAchievements: Drove significant revenue growth in Fiscal Year 2011 through 6% points of improved sales execution (revenue per call), resulting an in incremental $1MM in revenue for the client. Drove 10% CSAT improvement in the first 6-months of operation Show less

  • Associate Vice President, Business Development

    Nov 2019 - Jul 2023

  • Director of Client Services & Engagement

    Dec 2016 - Nov 2019

  • Client Services Manager

    Aug 2015 - Dec 2016

  • Account Manager

    Oct 2013 - Jul 2015

  • Senior Team Manager

    Nov 2010 - Oct 2013

  • Team Manager

    Aug 2009 - Nov 2010

  • Demand Generation Specialist

    Apr 2008 - Aug 2009

  • Sales Consultant

    Sept 2007 - Apr 2008
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  Step Up For Students

  Jul 2023 - Sept 2024

  Chief Customer Experience Officer

  Led the CX strategy, customer experience operations, & digital self-service teams, supporting the operations. Provided insights to the CEO, Senior Leadership Team, & Board of Directors on the effectiveness & efficiency of CX programs to achieve the organization’s mission. Led and managed the CX operations teams and served as a member of Step Up for Student's Senior Leadership Team.Implemented a data-informed, digital-first, AI-based self-service approach across voice, chat, e-mail, social media, & IVR to significantly improve the customer experience. Defined, led, & tracked strategic & operational programs to successful completion & achievement of outcomes/ROI for customer experience. Achievements:Drove 50% reduction in average application processing time, reduced average speed to answer from 45-minutes to less than 2-minutes, and 18% improvement in Customer Satisfaction in 12-months. Show less

• 

  Transcom

  Sept 2024 - now

  Vice President of Strategic Growth

  We’re CX fanatics. Our mission is simple: transform your CX interactions into powerful opportunities that fuel customer lifetime value. Whether helping fast-growing scale-ups or supporting complex enterprises, we take a nimble, innovation-centric approach to meeting each unique need.Transcom provides AI and digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining FinTech's, and technology legends rely on us for on-, off-, and nearshoring services. Our 30,000 employees work in 90 contact centers and work-at-home networks across 29 countries, creating brilliant experiences in customer care, sales, content moderation and back office services. We help our clients drive their brands forward, improve customer satisfaction, and decrease operating costs. In my role, I am responsible for identifying, developing, and closing new BPO business partnerships to help the world's largest brands transform their customer experiences. Working closely with leadership, marketing, operations, solutions, finance, and other stakeholders, I develop and execute a strategy to bring Transcom's CX transformation, AI, Digital, CX Advisory, and Service Excellence offerings to our potential brand partners. Show less

• 

  Chief

  Jan 2025 - now

  Member