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Sam Selig
Transformative Director & VP Technical Support Operations - Project Management - Workforce and Labor Management - Makers Mindset
Professional Background
Sam Selig is a highly experienced Director and Vice President of Support Service Delivery, renowned for his exceptional leadership qualities and a proven track record in operations management, performance improvement, and P&L oversight. Throughout his distinguished career, Sam has cultivated a wealth of expertise that empowers him to expertly oversee complex organizational structures. His dedication to enhancing customer care and service delivery has solidified his status as a strategic business leader in the realm of technical support operations.
With a focus on operational excellence, Sam has successfully managed a variety of critical operational functions, steering departmental managers to achieve success in key benchmarks such as EBITA, ROI, and KPI goals. His leadership philosophy emphasizes building and maintaining productive business relationships, both internally within organizations and with third-party vendors, both offshore and onshore. Sam's professional journey is marked by his ability to drive significant positive change across all dimensions of business, particularly in growth, revenue, and profit margins.
Sam's deep understanding of contact center technology, including Automated Call Distribution (ACD), Private Branch Exchange (PBX), Workforce Management (WFM), and Interactive Voice Response (IVR) systems, is instrumental in navigating the complexities of both traditional brick-and-mortar and SaaS environments. He has successfully applied his impressive skills in various industries, including regulated public sectors, bank card services, and hospitality and resort operations.
Recognized as a ‘full-spectrum leader,’ Sam embodies the qualities essential for shaping the future of organizations. He consistently delivers results, manages complex projects with finesse, energizes his teams, and models personal integrity and accountability—traits that have made him a leader of choice during times of organizational transformation.
Education and Achievements
Sam Selig began his academic journey by studying for a Bachelor of Science in Management at the prestigious Rochester Institute of Technology. His education provided a solid foundation for the fruitful career he would go on to build in support service delivery and operations management.
Over the years, Sam has held a series of pivotal roles that reflect a rich tapestry of career advancement and skill development. As the Vice President of Technical Support Operations at Alorica, Sam honed his expertise in managing large-scale support operations, ensuring that customer needs are met efficiently while maintaining high standards of service quality. His tenure at Alorica showcased his ability to manage extensive operational challenges and implement strategies that led to improved customer satisfaction.
Prior to his role at Alorica, Sam served as the Director of IT Helpdesks and Client Service Call Center Operations at Xerox State & Local Solutions, where he played a critical role in overseeing client interactions and enhancing service delivery processes. This position further solidified his reputation for being a strategic thinker poised to embrace innovative solutions for complex service delivery challenges.
Earlier in his career, Sam was a Senior Operations Manager for IT Service Desk and Call Center Operations, also at Xerox State & Local Solutions. His role involved leading operational teams and optimizing workflows to enhance efficiency and performance metrics. His foundational experiences trace back to his role as a Senior CRM Call Center Project Manager at PeopleSoft Inc., where he demonstrated his ability to drive initiatives that enhance customer relationships and operational protocols.
Sam's early career also includes valuable experiences as a Manager of IT Call Center Operations at I-Net / CDSI / ACS, Inc., which provided him with a comprehensive understanding of the intricacies involved in running a high-performing IT call center.
Achievements
Sam Selig's illustrious career is characterized by numerous accomplishments that underscore his capabilities as a leader in support service delivery. He has been recognized for his substantial contributions to enhancing the performance and efficiency of various operational divisions under his purview. His strategic mindset and proactive approach to problem-solving have consistently resulted in exceeding organizational goals, fostering a culture of accountability, and advancing operational excellence.
He is particularly noted for driving significant improvements in performance and productivity levels across complex call centers. His expertise in leveraging Workforce Management Systems has been fundamental in optimizing labor distribution, ensuring that resources are utilized effectively to meet customer demands and operational objectives.
Throughout his career, Sam has consistently demonstrated his ability to spearhead initiatives that drive business improvement and elevate service standards. His hands-on experience in crafting and executing operational strategies has led to elevated standards in quality and performance, thereby reinforcing his innate ability to guide teams toward achieving exceptional project outcomes.
Additionally, Sam's extensive understanding of compliance requirements, including PCI and REG-E compliance, ensures that he remains a reliable resource in navigating regulatory environments, an essential aspect of service delivery in many industries.
In summary, Sam Selig’s career epitomizes leadership, operations management, and strategic service delivery. His multi-faceted skills have positioned him at the forefront of the industry, allowing him to drive performance improvements and build solid relationships that enhance business success.
tags':['Leadership','Operations Management','P&L Oversight','Service Delivery','Technical Support','Call Center Operations','Workforce Management','Lean Six Sigma','Business Improvement','Customer Care','Project Management','Regulatory Compliance','Business Strategy'],
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Clay is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Clay beneficial.
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