Veronica C. Armstrong

Summary

Who I Am:

I am a Customer Service and Sales Professional with over 20 years of experience leading contact centers within various verticals. Driven by meeting the needs of customers, both internal and external, I thrive on reinventing business units, exceeding expectations and leading teams to be their best.

Who I Help:

I help companies that are interested in business process outsourcing, developing new contact centers, reinventing, reenergizing or taking existing contact centers to the next level. I have achieved success in various verticals including Banking, Insurance, Finance, Travel & Hospitality and Real Estate.

How I Help:

In order to help ANY organization, it’s important that I understand a company’s, business and operating models, strategic goals/direction, product/service offering, internal/external customers, competition, threats, drivers of customer satisfaction/sales and leadership’s perspective on what is/is not working. I also devote time to understanding the people, processes, technology and performance within an operation. Once I have acquired the necessary knowledge, I lead organizational transformations by aligning people, processes and technology with the company's strategic goals to ensure the best possible outcomes are achieved.

Work History

Work History
May 2013 - Oct 2014

Vice President - Outbound Sales & Operations

International Cruise and Excursions, Inc. (ICE)
International Cruise & Excursions, Inc. (ICE) is a worldwide travel and leisure organization with a global network of innovative travel alliances including top corporations, resorts, cruise lines, holiday suppliers and leisure travel providers. ICE provides innovative cruise, holiday and travel programs, unique member reward and loyalty programs, as well as cruise and vacation fulfillment services to more than 150 major corporate brands serving more than 55 million consumers worldwide. Enjoying more than 12 years of tremendous growth and a legacy of successful industry innovation, ICE continues to raise the bar in creative marketing solutions, service and passion within the travel industry.
2010 - 2012

Inside Sales National Director of Customer Acquistion

PulteGroup
- Drove sales appointments to the outside sales team and collaborated with both marketing and outside sales to develop strategies, goals and objectives - Monitored and managed a $4.2M budget and 70+ staff members - Developed goals and operational procedures to ensure sales targets were achieved and/or exceeded which led to a 76% increase in sales appointments and 63% increase in volume of new home purchases - Analyzed reporting, delegated work, ensured appropriate staffing levels were met, developed and coached leadership team and communicated objectives and results to both senior leadership and outside sales - Developed and implemented cost-cutting strategies that reduced operational expenses by 54%
2006 - 2010

Customer Service Line Manager

Vanguard
- Developed and implemented continuous improvement strategies to increase both service delivery efficiency and customer satisfaction - Managed call center “KPIs” to evaluate productivity, achieved high performance standards while staying within budget guidelines and created a work environment supporting a high degree of professionalism, enthusiasm and teamwork - Hired and trained supervisors and contact center staff of 100+ team members - Oversaw inbound customer service staff that supported 401k clients, managed the staff to support phone activity between clients and agents to ensure quality interactions and superior customer service were being delivered also both coached and developed direct reports - Developed and implemented strategies that generated a 3.5% improvement in average handle time
2004 - 2006

President & Owner

Scentual Fragrance
President & COO of a family business that developed custom fragrances, soaps, etc.

Education

Education

Bachelor of Arts (B.A.)

State University of New York at Binghamton

Executive Master of Business Administration (M.B.A.)

Arizona State University, W. P. Carey School of Business

Community Service

Board Chair

Goodwill of Central Arizona

 

Committee Member

Joint Legislative Committee on Homelessness

 

Council Member

Arizona Economic Security & Advisory Council