Profile

Principal Cx Advisor, Upper Central U.S.,
Sharpen Technologies

Contact Details

Sharpen Technologies
Zeeland, MI

Bio

Improve your Key Metrics in Customer Experience, CSAT and NPS through defined and measurable improvements in your Agent’s Experience.

I am a Contact Center specialist who enables the creation of truly differentiated Customer Experiences. I do this through a rigorous focus on measureable business outcomes that will deliver optimal results for your Contact Center. Also, I leverage a very unique, industry-leading, metric of the Agent Experience Score (AXS). Until now few had figured out why the billions of dollars invested in improving Cx only yielded a flat CSAT improvement curve over the last 20 years. The casual issue has now been identified and visionary clients of mine are able to develop and deliver differentiated Customer Experience in ways that produce defined and measurable return-on-investment through real business results.

If you are ready to deliver differentiated, and valued, Customer Experience to your customers I am actively seeking new clients and ready to lend all my expertise to helping you define, measure and deliver the business outcomes you require for success.

Let’s connect if you are open to new innovation and ideas. I’ll share with you the specifics of how I propose we work together, in your context, and you will be fully equipped to decide what next steps are most helpful to you.


☎ Business: 312.761.3888
☕ mdavito@sharpencx.com
✎ www.sharpencx.com

MY AREAS OF EXPERTISE:

Contact Center Operational Efficiencies | Voice of the Customer Programs | Customer Satisfaction (CSAT) | Net-Promoter Score | Customer Feedback | Customer Survey | Customer Experience | Agent Engagement | Agent Experience | Genesys I PureConnect | PureCloud | Five9 | Microsoft Skype for Business | Microsoft Teams | AudioCodes | Nice inContact | Customer Engagement |Customer Experience | Contact Center | Omnichannel Contact Center | Cloud Contact Center | Workforce Management | Workforce Optimization | IVR | Chatbots | Artificial Intelligence | Self-Service

Industry

  • Software

Job History

Sharpen
Enterprise Account Executive | Contact Center Workflow Consultant
February 2019 - present

VDS
President | Specialist in OmniChannel Contact Center
April 2016 - February 2019

Interactive Intelligence
Territory Account Manager
December 2014 - April 2016

Avaya
Account Executive - Strategic Accounts
December 2009 - November 2014

Nortel
Territory Account Manager
May 2008 - December 2009

AT&T
Technical Sales Consultant
April 2007 - May 2008

Berbee
Account Manager
August 2005 - April 2007

SBC
Sales Manager
October 2003 - July 2005

SBC
Account Manager - GEM
August 2002 - October 2003

SBC
Integration Solutions Consultant
October 2000 - August 2002

Ameritech
Technical Sales Consultant
September 1999 - October 2000

Anixter
Sales Representative
August 1998 - September 1999

Verizon
Senior Sales Engineer
May 1997 - August 1998

Anixter
Outside Sales Representative
June 1996 - May 1997

Anixter
Inside Sales Representative
July 1995 - May 1996

Designation

  • CCXP