Wes Welch
About Wes Welch
Wes Welch serves as the Senior Director of Operations and BPO Manager at Newfold Digital, where he has implemented strategies that significantly reduced operational costs. With extensive experience in customer support and operations management, he has successfully managed large teams and budgets across various companies, including American Express and Endurance International Group.
Current Role at Newfold Digital
Wes Welch currently holds the position of Senior Director of Operations and BPO Manager at Newfold Digital. He has been in this role since 2021, contributing to the company's operational strategies and management of business process outsourcing. His leadership focuses on optimizing operational efficiency and driving cost reductions.
Previous Experience at Newfold Digital
Prior to his current role, Wes Welch served as Director of Sales and Support at Newfold Digital from 2019 to 2021. In this capacity, he was responsible for overseeing sales operations and customer support, ensuring that the company's service standards were met and maintained.
Professional Background in Customer Care
Wes Welch has extensive experience in customer care and operations management. He worked at American Express in various roles, including Lead Customer Care Professional and Operations Manager, from 2013 to 2016. His responsibilities included managing customer support teams and overseeing site migration projects.
Education and Certifications
Wes Welch studied at the University of Phoenix, where he earned a Bachelor of Science in Business Management and an Operations Management Certificate between 2017 and 2018. He also attended Arizona State University, where he studied Economics, further enhancing his knowledge in business and operational strategies.
Achievements in Operations Management
Throughout his career, Wes Welch has led significant operational strategies, including a $3.5 million portfolio reduction through offshoring initiatives. He managed a $30 million revenue budget while leading over 130 Sales and Retention Agents at Endurance International Group, demonstrating his capability in high-stakes operational environments.