
Innovative, high-energy leader with a passion for the customer's experience and to help others succeed! Experienced Operations Leader in Contact/Call Center Operations/Transformations, Workforce Management, Vendor Management, and Remote Infrastructure Management (deploying remote worker programs before WFH was a "thing"). email: DLTRAYSER@gmail.com I enjoy my work, striving every day to delight! I devote my leadership experience and my operations expertise toward amazing customer outcomes, servant leadership, and better lives for employees! I thrive on change and challenge and I champion employee engagement and brand loyalty. I promote accountability for tangible results from myself and all who work with me. And I enjoy mentoring younger professionals to become more than they ever thought they could. And a little golf when I can squeeze it in! I'm way overdue for that hole-in-one! Specialties: Customer Success Contact Center Leadership Demand/Resource Forecasting Project Management Business Intelligence Vendor Management Customer Experience Operations Management Workforce Optimization (WFO) Employee Engagement Staffing Model Optimization Workforce Management (WFM) Customer Relationship Management (CRM) Strategic Planning Capacity Management Continuous Improvement Training QA P&L Responsibility Staff Development Management Microsoft Office
cognizant.com
bswhealth.com
floridablue.com
agero.com
uber.com
phhmortgage.com
greenwayhealth.com
Tampa, Florida, United States
Director Of Contact Center Operations
Cognizant
• www.linkedin.com/company/cognizant
• Full-time
Feb 2021 - Present
Tampa, Florida, United States
Industry Consultant: Contact Center, Workforce Management, Vendor Management, Business Intelligence
Transforms/Strengthens Organizations w/ Optimization, Leadership Development, Actionable Data
• Contract
Jul 2016 - Present
United States
Director of Customer Support Operations - Workforce Management, Business Intelligence, Analytics
Greenway Health
• www.linkedin.com/company/greenway-health
• Full-time
Dec 2018 - May 2020
Tampa/St. Petersburg, Florida Area
Director, Customer Support Operations Planning, Workforce Management (WFM), Vendor Management
American Home Shield
• www.linkedin.com/company/american-home-shield
• Full-time
Oct 2017 - Aug 2018
Greater Memphis Area
ahs.com