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As a marketing leader with 18 years of experience, I feel at home in the intersection of creativity and strategy. Throughout my career, I’ve been dedicated to delivering results while continuously reimagining the process, ensuring that every initiative engages and drives meaningful outcomes.

I’m passionate about combining analytical thinking with fresh, forward-thinking ideas—whether it’s leading teams, crafting campaigns, or creating new ways to connect with audiences. My leadership approach focuses on achieving success by embracing innovation and adapting to change, all while keeping a clear focus on the bigger picture.

If you’re looking for someone who brings both vision and precision to marketing, let’s connect!

Kacy Maxwell

Community Health Systems

Executive leadership over the contact center operations serving as the primary point of interaction with the business and employee population nationally.  Deliver services with a focus on customer care and experience management, quality and performance management, workforce/demand management and continuous improvement.

•Designed services and built foundation for multi-disciplinary contact center, live within a 3 month period. 
•Yielded First Call Resolution rates of 84% exceeding Industry benchmarks.   
•Developed and documented knowledge base providing real-time assistance and optimizing handle time.  
•Established Quality Evaluation process incorporating speech and text analytics with scores over 94%.
•Launched Workforce Management platform fostering adherence at 90%+ and service levels > 85% 
•Implemented Agent Gamification process focusing on key metrics with real-time scorecards.

Vice President, Contact Center Operations, Shared Business Operations

Ramsey Solutions

Led the consumer insights strategies to foster a customer-centric culture with a focus on consumer attitudes, opinions, trends and customer experience insights.  Led market research delivering research studies, brand, thought leadership, programs, and insights.

Senior Director  

SMG - Service Management Group

Managed a global market portfolio of customer experience solutions, products and partnerships focused on contact centers and digital customer experiences.  CX operations and digital consultant.  Delivered strategic CX/DX solutions, products and actionable insights across retail, financial, healthcare, and service organizations. Accountable for P&L, client retention, customer success, product strategy and growth.  Reported to President.

• Developed digital CX SaaS DIY solution. Ideated, designed, and led change, 200% revenue growth.
• Exceeded targets through expansion and new logo growth.  Delivered a 62% increase over target.  
• Facilitated strategies to improve client retention.  Net Revenue retention 138%, client churn less than 5%. 
• Consulted and delivered CX/DX client performance improvements / measures that yielded 3-8% KPI gains. 
• Developed multiple strategic partnerships across digital and CX solutions, integrated services for overall 34% revenue growth. 
• Published marketing research insights, capturing digital and cross-channel trends on leading consumer behaviors. 
• Partnered with video insights start-up as an new feedback methodology. Yielded 6X richer data over text.

Vice President and General Manager  

Healthways

As Market Leader directed a national team of Sr. Customer Success Account leaders, support teams and shared services.  Set market strategy, client relationships, managed on-boarding, contract expansions, renewals, healthcare services, and shared service operations.   Accountable for revenue, profit, client success/retention and performance guarantees.  Reported to COO.

• Increased annual revenues through expansion sales to existing clients. Net revenue retention 125%. 
• Facilitated growth of a new vertical market. Delivered a 14% YOY improvement in margin. 
• Negotiated contract renewals and bids, renewed full book of business, all accounts served as a reference.
• Facilitated marketing engagement strategies across clients. Over 85% engagement in healthcare services. 
• Led client satisfaction research to capture insights, reduce churn and build advocates.

Vice President, Account Management 

Directed all inbound and outbound functions for Care Operations (180+ staff), providing population health services, chronic disease and lifestyle management.  Managed clinical and non-clinical staff.   Utilized 3rd party centers for over flow and added services. 

• Designed and re-structured center operations to support growth.  Doubled staff and revenue first year.  
• Improved operational KPI metrics. Employee engagement up, turnover down to less than 10%.
• Directed process improvements to turnaround under-performing contracts. Added $750K revenue.
• Delivered an 8% improvement in margin by optimizing resources.

Executive Director - Operations Leader 

Thomas Nelson Publishers

Led development and brand management of major brands across multiple business units and sales channels for this $260M company. Directed marketing teams.  

• Implemented initiatives to foster a service culture. Increased satisfaction 2-3% in first 6 months.
• Authored brand strategy model to grow major brands. Increased brand specific sales by 17%.
• Reduced operational costs; achieved cost savings of 23% contributing to 44% profit margin.

Vice President, Marketing and Brand

Borders

Led customer experience strategies for this $4B global company.  Challenged to turnaround under-performing multi-site operations and implement strategies to increase customer satisfaction across global locations, yield higher loyalty and spend, improve operations, foster employee engagement and drive account management sales initiatives.  Managed organization with over 500 employees, P/L responsibility, reported to President.  

Service and Customer Experience Operations:
• Identified and implemented customer satisfaction measurement solution across 1,200 global locations. Enabled organization to link goals and performance to satisfaction improvement. Generated incremental sales of $11M.
• Developed global initiatives to transform the customer experience through over 25,000 indirect employees.  11% improvement in satisfaction, 8% increase in sales.  Ranked number 1 in customer experience by Forrester.  
• Directed multi-site customer care operations providing phone, email and web support to over 20 million members. Designed and delivered disruptive industry change.
• Selected and implemented CRM software suite. In production in under 6 months. Increased sales revenue 192%. Decreased labor expense by 410%. ROI within 9 months.  Improved quality assurance measures by over 17%.
• Streamlined center operations, decreased costs by over 12% in the 1st year and 20% in the 2nd year.

Account Management and Sales:
• Turned around account management, services, sales and marketing producing over $100M in annual sales. 
• Authored and executed 5-year strategic business plan. Secured over $5M in funding.
• Realigned sales organization to focus results. Increased sales and profit margin 4.5%.
• Implemented new contract and bid process generating $3.5M in new business in the first year.

Vice President, Sales, Service and Support Operations

I'm a collaborative results-oriented leader with experience in defining and delivering customer experiences across channels and brands, leading contact center (CX) operations, streamlining operations, growing profitable client and partner relationships, building market and product strategies, and growing account revenues,   

I've demonstrated success facilitating process improvement, skilled at resolving complex problems and executing innovative solutions. A servant leader adept at building strong teams, improving employee engagement, mentoring, and developing staff.  I'm relentlessly customer focused, able to build trust quickly, with an innovative ability to turn strategy into action. 

Technology Skills/Solutions
XM – CSAT, NPS, CES, EX, Qualtrics, SMG, Alchemer 
CRM – MS Dynamics, Salesforce, Segment
Project Mgt – Airtable  
MS Office
CCaaS – Avaya, Genesys, Five9, Cisco, 8X8, Talkdesk, Ringcentral, NICE 
Support Desk/Workflow – Zendesk, ServiceNow, Jira 
Workforce Optimization – Verint, Aspect (Alvaria) 
Quality – CallMiner, Avaya, Envision, NICE 
BPO – Concentrix, TTec, Sutherland Global

Core Competencies: 
Strategic and Business Planning; P/L, Budget Management and Cost Control; Organization and Business Transformation; Client Relationship and Retention Management: Customer Experience and Insights; Sales Enablement: Strategic Partnership Management: Multi-site Global Operations; Product and Portfolio Strategy; Project and Program Management: Sourcing, Contracting and Negotiation; Team Development 

Certifications
Certified Customer Experience Professional; Certified Total Quality (Black Belt) Facilitator; Certified Employee Benefit Specialist (CEBS) - Group Benefits Associate (GBA);  Certified Organization Development Trainer; DDI 

Additional Relevant Experience:
Cook Communications, Colorado Springs, CO
Director of Operations
Unisys, Chicago, IL
Director, Field Operations

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The Battle

Kacy Maxwell

Charlie Moore, CCXP

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