Advice from previous expert, Alan Winters
Alan Winters has nearly two decades of experience optimizing global customer service organizations for Fortune 500 corporations. His customer-centric approach to system and organization design has a proven track record of both start-up operations and transforming poor-performing service functions into best-in-class customer care organizations. Prior to establishing The Winters Group, Alan led customer care organizations for Express Scripts Inc, Sprint PCS, Williams-Sonoma and Citigroup. He has managed organizations as large as 15,000 front-line representatives in over 17 contact centers in the US, India, Philippines, Mexico, Puerto Rico and South Africa.
Mr. Winters established The Winters Group in 2005 to focus on the customer care industry and help companies develop strategies around customer relationship building, contact channel management, operational efficiencies, outsourcing, technology management and due diligence processes.
Mr. Winters is a founding member of the Global Operations Council, an organization of Fortune 100 companies with offshore service functions; a member of Call Centers of Excellence, a consortium of 20 premier customer service companies; and sits on the Board of Managers of Ainsworth Engineered USA, LLC.
Mr. Winters holds a Masters in Business Administration from Washington University in St. Louis, and a Bachelors of Science in Business Administration from the University of Nevada Las Vegas. |
