Expertise:
Center operations; Quality assurance; Workforce management; Customer programs and satisfaction; Process improvement;
Call-recording solutions; Aligning people, process and technology within the contact center industry
Major Product/SVS:
Business strategy and professional services
Favorite Business Publication:
American Society of Quality Books and Publications; Customer Experience Professionals Association White Papers; ICMI Publications; DMG Case Studies and White Papers
Hobbies/Sports:
Spending time with her son; Cooking; Serving her community by helping others
Education Degrees:
Bachelor's Degree in Human Resources, Oakland University, MI (2000)
Affiliations Awards:
American Society for Quality; Customer Experience Professionals Association
Charity:
Volunteer, Local Day Care Program
Number Of Years In Profession:
11
Number Of Years In Current Position:
4
What Does He/She Attribute Success To:
She attributes her success to her mentors and a passion for customer service.
Why did you become involved in your profession or industry?:
She became involved in her profession because she was fascinated with call center operations and customer service while in college, and working on the Audi of America account for Perot Systems.
Extended Bio Profile:
Ms. Simons thinks the feedback and wisdom of learning through the experiences of others pushed her to aspire to be the best within the industry. Every tough conversation and mistake has been a gift of wisdom. Many people limit themselves by not being honest and not finding the truth in what others believe or perceive. Ms. Simons has used everything placed in front of her as an opportunity to be the best and not limit herself.
In 1943, when Simons' grandfather Joseph left Syracuse, N.Y., and entered the U.S. Navy during World War II. His laundry on the ship was not being returned, nor was his name being called to pick it up. However, "Snowis" was called to pick up his laundry. After two laundry incidents, her grandfather realized the joke was on him; Snowis was Simons upside down. The Navy had sewn the tag upside down in all of his clothes. The Snowis story is a reminder that survival is about details, dynamic relationships and deliberate action to the serve the needs of others.
Position Responsibilities and Duties:
Ensuring quality customer service and analytics; Helping other quality assurance managers restructure their programs; Managing and coaching programs for quality assurance and customer experience; Designing programs; Planning the workforce; Scheduling program design sessions
Where Will You Be In 5 Years:
In five years, Ms. Simons intends to pursue an MBA and doctoral degree through Purdue University. Her short-term goals are to develop Snowis Inc. into a profitable business serving contact centers; obtain coaching certification through the International Coaching Federation by 2012, and successfully complete operational excellence certification through ASQ by October 2011.