Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across the financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations and contact centers, contact flow optimization, computer telephony integration, IP telephony integration, process optimization, customer relationship management, knowledge management, and training in the Utilities, Automotive, Hotel / Leisure, Telecommunications, Financial, and Insurance industries. Greg has significant experience in multi-site contact center and field service management, rules based routing and customer focused handling optimization. Most recently he assessed the self-care readiness of a South American global wireless services provider for their Brazil, Chile, Peru, Argentina and Mexico markets – recommendations included dynamic IVR prompting and self-service, social media /management and facilitation, customer experience differentiated treatment modeling, presale customer education and agent training. Greg is a founding member Board of Directors, Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).
Key Competencies
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- Performance Assessment/Transformation
- Contact Center Consolidation
- Organizational Design/Start-up
- Training/Coaching/Management Development
- Forecasting/Scheduling
- Customer Life Cycle Mapping and Managemnt
- IVR & Call Flow Routing
- Site Selection/Consolidation/Out Sourcing
- Customer Service workflow
- Facilitation
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