#ONO Customer Success | Global BPO Partner Manager | Contact Center Operations | B2B Process Improvement | Speech Analytics

1. Stacey R. Davis
719-687-1159  StaceyRaeDavis@gmail.com  www.linkedin.com/in/StaceyRaeDavis
Customer Success Director
B2B Contact Centers | Strategic Operations | Global BPO Partner Manager
|Performance Management |QA Speech Analytics Tools|
Professional Experience
Property Manager | Residential Rentals | Term Leases
Company Name: S&R Davis, LLC
Dates Employed: 2003—Present
Location: WoodlandPark, CO
S&R Davis,LLCis a limited liabilitycorporation setup to combine multipleresidentialrentalproperties underonetax umbrella. Owns,manages and
maintains (4) localresidential rental properties in the Colorado Springs, CO area.
Global Support Operations | BPO Partner Manager | ContactCenters| Performance
Management| Quality & Speech AnalyticsTools | Offshore Field Mentor
Company Name: Verizon
Total Dates Employed: 2000 –2017
Position Dates Employed: 2013-2017
Location: Colorado Springs,CO (Remote)
Verizon is a publiclyheld American multinationaltelecommunications conglomerate. As of2017,Verizon is theonly publicly-traded telecommunications
company tohave two stock listings in its homecountry, boththeNYSE(principal) and NASDAQ (secondary). As of2017, it is alsothesecond largest
telecommunications company by revenue after AT&T.
During my tenurein the role I successfully:
► Drove operational success andmaintained WorldClass serviceby leading quality initiatives remotely for 7 BPO companies, in17locations, across
3 continents
► Led quality-drivenPartner activities to ensure First CallResolution (FCR) and employeeengagement
► Produced anddeployed QA gap analysis, QASpeechAnalytics technology (Nexidia) andstrategicprojectplans across sites.Selected tomanage
and mentor (4) Verizon offshore Field Operations Managers, remotely
► Led Partners in process improvement activities by collaborating with internal stakeholders toidentify gaps, defineKPI’s and overcome barriers;
received 2016SpotlightAward for dedicationto ongoing effectiveness ofKPI call
► Improved overall Partner contractcompliance (15%), sourced newoperationalmanagementprojects andimproved training andemployee
engagement(24%) by updating BAU procedures andcollaborating withPartners throughonsite visits
► Identified and resolved performance gap trends at7 outof10 sites visited
► Drove 80% increase in Partner quality documentationcompliance, and 300bps improvement in 5-star servicedelivery(ACS/NPS/FCR) by
developing supervisorcoaching strategies and increasing Supervisor knowledgeofNexidia/Nice/Medallia/CallMiner) as a daily monitoring,
performanceanalysis,coaching and feedback delivery tools
Verizon Senior Analyst| Vendor Management | ExternalSupportLogistics| QA
Calibrations| Trending | Transfer Utilization Analytics| Partner Compliance
Company Name: Verizon
Position Dates Employed: 2008-2013
Location: Colorado Springs,CO
Responsiblefor assigned Partners meeting all compliance outcomegoals relatedto CallTransfers,FCC Complaints, System Utilization and Quality monitoring
calibrations. I producedmonthly Partner compliance reports to benchmark performance anddrovecall handling improvements. Created and hosted the All-
Partner KPI barrier and best practice calls weekly.
During my tenurein this roleI successfully:

2. Stacey R. Davis  Page 2
► Slashedcalltransfers by 38% and filled nine-monthreporting gapdueto firewall restrictions thatcreated loss ofsightinto applicationdata
warehouse; attained VP awardfor standout firsthalf2013individual performancescorecard.
► Drove continuous and measurablePartner call handling improvements through thedeploymentongoing useofSpeechAnalytics tools (Nexidia)
and Partner5-star reporting (ACS/NPS) on CustomerSatisfactionSurveys via Medallia.
VerizonBusiness| Technical Training Development| Training Certifications| New Hire |
Back Office | National Calendar | BPO National Barriers& Best Practice Forums
Company Name: Verizon Business (formerly MCI WorldCom)
Position Dates Employed: 2003-2008
Location: Colorado Springs,CO
Responsiblefor boosting foundationalknowledge of billing, productand sales methodologies by authoring Partnerspecificnew hire andongoing training
modules that focus on call modeling behaviors. Developedand co-authored secondlevelPCS specialist/management development leadership curriculums
for internal and external MCI/Verizon Business serviceunits. Conductedfrequent onsite Partner complianceand QA analysis studies to drivecontinuous
process improvement in agent/Supsystems navigation, performance coaching (NPS/ACS/CEI/CX), performanceanalysis, monitoring,andcallhandling best
practices, ultimately resulting in a 50% FirstCallResolution (FCR) increaseacross the sevenPartners.
During my tenurein this roleI successfully:
► Completed severalVerizonPartnerTraining Department certification sessions, enhancing trainer effectiveness and leading to 30%increasein
Partner new hiresales.
MCI Regional Training Manager |Vendor Management| Field Ops | TechnicalWriting
Company Name: Verizon (formerly MCI)
Position Dates Employed: 2000-2003
Location: Colorado Springs,CO
Responsiblefor piloting newglobalvendor training curriculum, trainer certifications and agent course completion reporting. Pioneered and hosted All -
Partner Global Training Calendar call forums to integrate multi-partner best practice sharing under a single call umbrella.
During my tenurein this roleI successfully:
► Fostered25% increase insales closerates through creating vendor back-office fall-out order curriculum
APAC Sr. Operations Manager | Center Business Manager | Pinnacle Award Winner
Company Name: APAC Teleservices Inc.
Position Dates Employed: 1995 -2000
Location: Utica,NY
Responsiblefor daily operation of300seat inbound/outbound sales andservicecontactcenter for MCIcustomers•Assists Site Directorand Workforce
Department with forecasting callvolumes and monitoring scheduling needs. Manages and leads (17) Training, Quality,and Operations Supervisors using
Peak Performance. Delivers monthly operational business reviews to MCIclient.Hires and terminates employees as needed.
During my tenurein this roleI successfully:
► Fostered29% increase insales closerates
► Successfully organized and conducted full-scaleshiftbid
► 2000 -Winner oftheAPAC PinnacleAward -Top 1% ofManagement -PerformanceExcellence,Leadershipand Achievement
Education and Credentials
Bachelor of Arts in Multi-Subject Education K-8 (Cum Laude)
Marshall University, Huntington, WVproje ct andprogram manage ment, proce ss improve ment, data analysis, reporting,coaching,managing, mentoring, Exce l, Visio,Proje ctandPowerPoint, remote client monitoring,strate gy,flexibility,Le adership, Webinars,QAfundame ntals,change age nt,voice ofthe custome r,Call cente r,contact cente r,improve mentme thodology, service delive rye xcellence ,customer insight,busine ssinte llige nce ,operationsliaison, custome re xpe rie nce, Communications Spe cialist,Artificial Intelligence,Customer Succe ss Director, LeanSix Sigma, Agile,SocialMedia,complaint manage ment, share holde rrelationshipmanageme nt, pain
point ide ntification,cross functional collaboration, problem solving, Resource ful, Innovative,Customer Satisfaction,Spee chAnalytics, DigitalTransformation,Machine Le arning, Interpersonalskills, Point of Contact,DecisionMaking, Influe nce ,Exe cutive Prese ntations,PowerPoint,MicrosoftOffice Suite ,Pricing,Client,Account,problem, collaborate s,Trave l,Industry,Pro-actively,Support,Financial,Proven Track re cord,Performance Manage ment,Re search,Partnerships,Data-driven,KPIs, Customer-facing, Up-sell, Sales,Account Manage ment, Business Solutions,FinancialTarge ts,Inte rnalstake holders, Industry Experience,
cash flow, custome r re lationship manage me nt, sale s opportunitie s, Clie nts, Ide ntifie s Opportunitie s, Se lling, Accounts, analytical, Swift, analytical skills, cost re duction, strate gic custome r succe ss, pre se ntation skill, pe rsuasive , influe nce r, collaborate , articulate ,ve rbal communication, financial acume n,communicate e ffe ctive ly,Busine ss le ade rs, e ffe ctive ly, Counte rparts, Atte ntion to de tail, se lf-starte r, innovator, impact, fast-pace d, de live ring, Re mote te am manage r,