Wesley S.
About Wesley S.
Wesley S. is the Director of Customer Care at Talkdesk, known for his expertise in customer experience and service delivery improvements.
Title: Director of Customer Care
Wesley S. holds the title of Director of Customer Care at Talkdesk, where he works remotely. His role includes overseeing customer care operations and ensuring that client needs are met efficiently. He is recognized for developing customer messaging and communication strategies in critical situations and for fostering strong relationships to resolve conflicts and account escalations.
Professional Journey at Genesys
Wesley S. has an extensive background with Genesys, where he served in several key roles. From 2017 to 2023, he was the Director of Product Support in Indianapolis, Indiana. Prior to that, he was the Lead Service Delivery Manager from 2015 to 2017, and the Senior Service Delivery Manager from 2013 to 2015, all based in Indianapolis. In these roles, Wesley contributed significantly to service delivery improvements and customer experience enhancements.
Career at Technicolor and Duke Energy
Before joining Genesys, Wesley worked at Technicolor as the IT Global Program Manager for Collaboration Solutions from 2010 to 2013. His responsibilities included conceptualizing and initiating superior customer experiences. Prior to Technicolor, he was with Duke Energy from 2007 to 2010 as a Video Producer and Videoconference Systems Administrator.
Experience at UBS
Wesley S. began his career at UBS, where he was the Global Videoconference Coordinator from 2005 to 2007 in Chicago, IL. His early career involved managing videoconference systems, showcasing his adeptness in coordinating global communication technology.
Educational Background
Wesley S. holds a Bachelor of Arts (BA) from Purdue University. His education has provided a strong foundation for his roles in customer care, service delivery, and program management across various industries.
Achievements at Talkdesk
At Talkdesk, Wesley played a pivotal role in scaling product support teams during the company's transition to cloud. His efforts contributed to Talkdesk's substantial growth, helping increase total revenue from $100M to $2B. He is also noted for his success in driving operational and digital transformations and for his proactive approach in identifying solutions for process inefficiencies.
Expertise in Customer Experience and Service Delivery
Wesley S. is highly regarded for his expertise in conceptualizing and initiating superior customer experiences. He excels at service delivery improvements and has a strong record of success in spearheading large-scale cloud support expansion. Additionally, he is skilled in formulating and monitoring interconnected programs and effectively coordinating cross-project activities.