Rachel Macha is a successful BPO executive with a passion for improving customer experience and agent retention. She has global experience in CRM solutions and digital omni-channel transformation and has established a reputation as a key strategic partner. Rachel has managed organizations through turnaround, early stage, and high-growth situations and has successfully generated new revenue growth and strategic partnership opportunities. Her expertise includes strategic account management, opportunity generation, ROI metrics, operations management, complex contract negotiations, and staff management at all levels.

Rachel has a BS degree from Wilmington College and an MM from Northwestern University's Kellogg School of Management. She has held executive positions at BPO/Contact Center/HRO consulting, CRM technology, SaaS, services, and analytics companies. Rachel was also the Vice President of Sales at SafeCard Services and held global sales and strategic account management/Product Marketing Brand Manager roles at AT&T.

Currently, Rachel is the Head of Enterprise - Customer Success at NICE inContact and has a keen ability to leverage success across a wide scope of verticals developing a strategy that aligns with company mission and drives differentiation, growth, and customer retention. Her key competencies include Digital Omni-Channel Transformation, Customer Experience, Agent Experience, Marketing and Sales Strategy, Corporate Branding, Revenue Growth, Strategic Planning, SaaS Solutions, Web Content, and Vendor Management.