Justin Ratcliff

I have wide-ranging experience but specialize in outbound marketing, go-to-market strategy, and the craft of cold outreach. 

I have hands-on involvement in scaling a startup, working my way through the SDR, Team Leader, Team Manager, and Director roles in a remotely working team that grew from 10 to 150 over the course of 2 years. I have authored extensive scalable standard operating procedures, ran ample sales development training, conducted 100+ SDR/TL/TM interviews, and am a constant student of the craft. I am confident in leadership roles and strive to be an example for others in everything that I do. My goal is to make the day better for those around me. I enjoy the act of public speaking and consider myself an excellent communicator. I have deep experience collaborating in a workspace at global scale and welcome learning from others in all forms. 

While earning my degree, I became adept in behavioral learning and have an understanding of the processes that play a part in individual decision making. Comprehending the patterns that make up human behavior is ever-growing in importance, and when paired with the technologies at our disposal today, can be the difference in a successful vs. failed experience for a client or employee. I use the lessons that I learned through my time working in the mental health field on a daily basis, and it has made me a better business professional as a result.

Member

The RevGenius community is a great global network of business professionals. As a member, you gain access to job postings, job search resources, sales threads, marketing threads, tools/software threads, event postings, and more. Join (it's free) and introduce yourself! https://vrlps.co/vhw5mr0/cp

MICHELE CROCKER

Ascent Business Partners

Partnering with clients and BPO's to help drive Digital Transformation leveraging disruptive AI companies to drive outcomes to reduce costs, and increase customer satisfaction and quality while improving the employee experience.

Digital Transformation and Contact Center Consultant

Cardiff Martech

Founder and CEO Cardiff Martech Consulting Group

Fixing call center operations. Assisting clients to successfully lead turnarounds by developing and executing strategic plans , leveraging technologies in a variety of industries including SaaS, Data, logistics, financial institutions. Optimize operations to improve EBITDA, customer and employee experience. Talent management plans to help CEO's answer this key question- "do we have the right talent to implement our strategic agenda?"

Organizational Design and Customer Support Consultant

NewAge, Inc.

NewAge, Inc. logo
Board Member, Compensation Committee ChairBoard Member, Audit Committee Chair
NewAge, Inc.NewAge, Inc.
Feb 2022- Present 
Denver, ColoradoDenver, Colorado
New Age, Inc. (NBEV) is a healthy products company intending to become one of the world's leading social selling and distribution companies. Chair of the Compensation committee and member of the audit committee. Provide governance and financial oversight expertise. Recommend talent management initiatives to ensure a strong leadership bench strength.

         NewAge Inc, Executive  Board Member, Chair Compensation Committee/Audit Committee Member

CIENCE

Implemented global cost savings initiatives reducing the call center’s annual operating expenses by $1.12million
Led the development of a new client journey and prospect market fit project which improved CSAT by 14% while significantly increasing NPS
Implemented a talent assessment program to improve overall leadership bench strength and provide a new curriculum for leadership development and standard operating process for succession planning
Dramatically increased lead generation top of funnel metrics which led to improved customer retention and positive word of mouth. Generating a 32% uplift in year on year revenue growth
Revamped inbound and outbound SDR new hire onboarding and training program compressing start times, quality improvement and lower labor turnover

Chief Operating Officer

SOCAP International

Responsible for ensuring the most effective training and networking opportunities are in place for our chapter members. Grow membership and continue to be the leading authority on helping organizations win on the customer experience.

SOCAP President Southwest Chapter

Castleford Group

Leading consulting practice for contact center optimization, customer experience strategies and operational optimization. Deployed Talent Management strategies to improve the leadership bench strength.

Chief Customer Officer/Principal

Herbalife

Responsible for developing and deploying wow customer experience to ensure that our customer could never imagine doing business with anybody else but US and being the employer of choice.

VP Global Call and Contact Center Operations 

VP Talent Management and Organizational Development

Optimized contact center operations servicing the EMEA region. Completed turnaround of people, processes, and technology.

VP Contact Center Operation EMEA

Head of Contact Center Operation, EMEA Region

Led EMEA customer service team and contact center expansion efforts.

Regional District Customer Service Manager

Michele is a decisive, results driven Call/Contact Center operations leader with a track record of developing strategic plans that make profitable growth goals a reality. An experienced turnaround leader who knows how to leverage technology, engage teams to consistently deliver the highest customer experience for the lowest cost. Her leadership style drives measurable results through the eyes of a customer and employee while balancing shareholder interests. At the board level, Michele’s expertise includes strategy, audit, corporate culture, compensation, governance, financial analysis and technology. She chairs the compensation committee and serves as a member of the audit committee. Michele has held senior positions for large scale global companies where she was responsible for leading the CX Contact Center experience strategy, HR, IT and operations. In her board service, Michele draws upon her 25 year experience as an operations and HR leader in Fortune 500 organizations. She knows first hand how business works and the functions and processes needed to make it work well. Michele is a collaborative, innovative, metrics driven leader with a good eye for talent, building a diverse high performance culture.

taplio

The Battle

Justin Ratcliff

MICHELE CROCKER

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?