Mr. Larry Feipel is a results-driven Contact Center Consulting Professional with an impressive list of diverse industry experiences in maximizing the productivity and quality of Contact Center People, Processes, Automation, and Facilities. During his 12 years of consulting, Larry has successfully delivered effective solutions for clients in the United States, Canada, Latin America, and Western Europe. His areas of expertise include Contact Center Optimization, Project Management, Workforce Management, Reporting, Business Process Redesign, and Training.
Key Competencies
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- Strategy Development and Execution
- Process Reengineering
- Consolidation and Reorganization Analysis
- Consumer Experience Design and Analysis
- Contact Center Operations Management
- Organizational Design
- Outsourcing / Offshoring Strategy & Selection
- Workforce Optimization
- Quality Assurance
- Multi-channel Service Delivery
- Client Relationship Management
- Contact Center Technologies
- Project Management
- Training for Results
- Change Management
- Operational Assessments
- Business Continuance Planning
- Vendor Management
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Prior to his consulting career, Larry held several key positions including: Process Engineer for the Cadillac Assembly Division of General Motors, Senior Manager of Operations for Walt Disney World Central Reservation Office, and Senior Vice President of Operations for Ross Roy Communications. Larry has a proven history in implementing contact center restructures, moves and builds including domestic and Off Shore sourcing. He has specialized in agent and management staffing for results.