Gender

Male

Location

Jacksonville, FL

Birthday:

August 7

About me

Mr. Trayner has been working as an Independent consultant for the past two years utilizing the invaluable experience from working at Accenture for five years in an Executive Manager position. He was a member of Accenture’s industry leading management consulting Customer Relationship Management practice and focused his efforts in the Operations Optimization sub-domain for Contact Centers. With his extensive “real-world” experience and passion for customer service, Mr.Trayner gained instant credibility with clients and peers which translated to a valuable asset based on his ability to provide client with real world experience in implementation of solutions. He has over 18 years of senior level experience in Contact Center operations management. This experience is inclusive of building contact centers while serving as a senior executive with major telecommunications companies both in the United States and abroad. His expertise includes strategic planning, operations optimization, technology implementations, multi-channel integration, best practice benchmarking, business case development, facility design, site selection, contract negotiation, outsourcing, offshore outsourcing, vendor management, workforce management, process improvement, performance measurements, change management for both large scale inbound, outbound and e-channel centers providing Customer Care, Technical Support, Help Desk, Sales, and Retention. He has extensive experience in reengineering Customer Contact Centers to assist companies in identifying what customer experience they want to design and execute to achieve their goals related to sales and service. Mr. Trayner has been successful in the delivery of this experience both working as an executive with companies as well as serving in staff augmentation positions through consulting endeavors.

Website

http://www.linkedin.com/pub/richard-trayner/23/939/542

Company

Pinnacle Consulting

Title

Partner