Joan Graham
About Joan Graham
Joan Graham is a Service Delivery Manager at Vroom, specializing in blended call center environments. With over 25 years of experience in managing multi-site locations and expertise in strategic call center management, she has held various leadership roles in notable companies including AOL, Samsung, and APAC Customer Services.
Current Role at Vroom
Joan Graham serves as the Service Delivery Manager for the Contact Center at Vroom since 2021. In this role, she oversees the operations of the contact center, ensuring efficient service delivery and customer satisfaction. Her responsibilities include managing team performance, implementing best practices, and optimizing processes to enhance service quality. Graham's leadership contributes to Vroom's commitment to providing a seamless customer experience.
Previous Experience at AOL
Joan Graham worked at AOL in two capacities. From 1999 to 2004, she held the position of Senior Sales Channel Manager, where she focused on sales strategies and channel management. Following this role, she served as a Senior Contact Center Consultant for one year in 2004 to 2005. During her time at AOL, Graham developed skills in managing customer interactions and improving service delivery.
Professional Background in Customer Service Management
Graham has over 25 years of experience in managing and leading multi-site locations across North America, Canada, and the Caribbean. She has held various leadership positions, including Director of Client Solutions at APAC Customer Services from 2010 to 2014 and Director of Call Center Implementation at Samsung in 2008 to 2009. Her extensive background includes expertise in blended call center environments, driving revenue through strategic management, and overseeing large portfolios from concept to implementation.
Education and Expertise
Joan Graham studied at Metropolitan Community College in Omaha, where she achieved a degree in Business Administration and Management. Her educational background supports her extensive expertise in managing call center operations and driving process development. Graham specializes in acquisitions programs and contract negotiation, which further enhances her capability in the customer service sector.
Leadership Roles in Strategic Marketing
Before her extensive career in customer service, Joan Graham worked at Strategic Marketing as the VP of Sales, Marketing, and Operations from 1992 to 1999. In this role, she was responsible for leading sales initiatives and operational strategies. Her experience in this position laid the foundation for her future roles in customer service and call center management.