OUR TEAM /
Contact Center SME
Vickie is responsible for managing the Quality, Coaching, and Frontline Excellence CoE for Northridge, and specializes in quality, customer experience redesign, coaching, performance management, and frontline excellence engagements. She has successfully executed high-impact, strategic initiatives in all major business verticals and provides leadership, expertise, and insights to clients looking to transform their customer experience and drive towards best-in-class performance in quality and operational effectiveness.
A call center professional with 30+ years of experience in leadership and operations, workforce analysis, planning, social media, and resource management for large call center operations in the Retail, Healthcare, and Banking industries, Vickie combines her strong analytical skills, with the ability to execute operational strategies that drive the attainment of goals for service levels, forecasting, and operating expense.
Vickie has demonstrated the ability to lead teams in the delivery of goals for phone, e-mail, and social media channels in the context of highly fluctuating call center variables. She is proficient at planning for large-scope, high-visibility initiatives and has a proven ability to effectively collaborate with enterprise business partners.
Vickie holds a BBA from Columbia College.