Innovative professional with background and experience in strategy development, project management, administration, building organizations, leading teams, brand development, change management, corporate education, outsourcing, and customer research in the telecommunications, non-profit, and airline industries.
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I am a freelance consultant with over 20 years experience in the airline, telecommunications, non-profit, and business development industries.
I have extensive background leading teams, corporate education, human resources, change management, sales education, outsourcing and vendor management, project management, leadership development, and customer research.
Read my customer experience blog at: http://richmclafferty.wordpress.com/
Customer Experience strategy and implementation development
Call Center Development
Leadership Program Development
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Boost Mobile (Prepaid Division of Sprint Nextel)
Director Customer & Employee Experience
2006 - 2007
Responsible for the end-to-end customer experience strategy to improve customer loyalty, grow the base, and reduce overall operating costs. In addition was responsible for employee development,...
Regional Manager - Vendor Management
2001 - 2006
Developed call center vendor management programs for a new outsourced customer service operation including training and development, quality assurance, brand education, and contract...
Sr. Manager Training & Development
1999 - 2001
Built a team of 18 multimedia and instructional designers for the creation of a new blended learning approach for the customer contact center initial training program, assessments, continuing...
Manager Sales Education & Development
1998 - 1999
Co-developed the design and restructuring of the global sales department that resulted in producing a more effective sales team, and helped recapture key account base. In addition, designed the...
Archdiocese of San Francisco
Director of Client and Volunteer Services
1997 - 1998
-Maximized volunteer retention rates through redesigned volunteer management program.
-Formulated a new budget that increased annual savings and allowed the organization to place...
1989 - 1996
Developed technical and marketing training for customers who sold their products and services through the American Airlines SABRE GDS.
Flight Service Manager
Master of Arts Humanities and Leadership
1996 - 1997
Training & Development
HR / OD