Kyler Petersen
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CX Solutions Specialist
Layton, Utah, United States
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Full-time jobs
Starting at
USD105K/year
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Résumé
Jobs
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Vice President, Digital Contact Center SalesFirstsourceJan 2023 - Jan 2024 (1 year 1 month)• Spearheaded the development and execution of strategic technology partnerships, resulting in a 30%surge in our Media & Entertainment sector offerings and a 25% expansion of market share. Achieved this through the development of data-driven sales strategies that directly addressed key customer needs. • Pioneered a digital transformation strategy for clients, optimizing processes and enhancing customer experience, resulting in 16% increase in retention and recurring revenue. • Transformed customer experiences through strategic consulting, process optimization, and digital transformation, leading to increased client retention and recurring revenue by 18%.- Director, Strategic Sales and Business DevelopmentCustomer DynamicsJan 2022 - Jan 2023 (1 year 1 month)• Forged strategic alliances with key contact center vendors, driving a 128% YoY revenue surge and shattering targets by $175 million. • Cultivated strong CX client relationships to understand their needs, proactively identify solution opportunities, and secure a $250M revenue pipeline. • Accelerated Sales Growth: Leveraged deep product knowledge and strong communication skills to drive a 25% year-over-year increase in sales of cloud-based contact center solutions, exceeding revenue targets by $1.5 million, which represented a 12% overachievement.
- Senior, Enterprise Sales ExecutiveTalkdeskJan 2020 - Jan 2022 (2 years 1 month)• Drove a 126% YoY growth in cloud-based CX and AI solutions by implementing these services for 60-80 enterprise clients. • Elevated client satisfaction by 30% and boosted referral leads through a consultative approach that leveraged AI solutions for enhanced efficiency. • Exceeded client expectations by delivering innovative cloud CX solutions that streamlined operations and demonstrably reduced costs by an average of 15% across key performance indicators.
- Enterprise Digital Sales ExecutiveNICEJan 2015 - Jan 2020 (5 years 1 month)• Designed and deployed a personalized customer journey mapping strategy for a leading e-commerce retailer, leveraging AI-driven analytics to optimize customer interactions. Result: 10% increase in customer lifetime value, 5% boost in year-over-year revenue growth. • Forged strategic partnerships with C-level executives at Fortune 500/1000 companies, advising on cloud contact center solutions and AI-powered customer engagement to transform customer journeys and maximize efficiency. • Consistently exceeded sales targets (President's Club 2017-2019), driving 30% year-over-year recurring revenue growth by delivering complex cloud CX solutions that optimized operations and elevated customer engagement.
- VEnterprise Account ExecutiveVerizon BusinessJan 2013 - Jan 2015 (2 years 1 month)• Drove significant revenue growth for Verizon Business by securing multi-million dollar VCC contracts with enterprise clients, including a leading Healthcare organization. • Successfully implemented a VCC solution that achieved exceptional uptime and increased patient satisfaction by 10%. • Leveraged consultative selling strategies to position and deliver digital contact center solutions that optimized customer experiences and maximized ROI for clients.
- Channel Sales DirectorTmobileJan 2009 - Jan 2013 (4 years 1 month)A results-driven professional focused on expanding network coverage and driving growth through strategic partnerships and optimization of sales channels. • Expanded T-Mobile's network by 30%, enabling partners to deliver improved customer service. • Reduced Customer Effort Score by 29% by implementing a knowledge management solution, improving customer support efficiency. • Improved CSAT by 35% and NPS by 10 points by integrating channel feedback into the CRM system, leading to better customer service experiences.
- Director of Strategic Channel DevelopmentCitiJan 2004 - Jan 2009 (5 years 1 month)• Built and scaled a high-performing BPO Channel Team, generating an additional $289M in revenue through strategic client partnerships. • Spearheaded a data-driven fraud prevention initiative that reduced fraudulent transactions by 34%, protecting client assets. • Negotiated complex channel partnership agreements, aligning terms for win-win outcomes.
Education
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- DSoftware Development ProgramDavis Applied Technology CollegeAug 2024 - Current (10 months)
- DSoftware DevelopmentDavis Technical CollegeJan 2024 - Current (1 year 5 months)
- ACE CertifiedCustomer DynamicsJul 2022 - Current (2 years 11 months)
- IT SystemsWeber State UniversityJan 2009 - Jan 2016 (7 years 1 month)
- Computer and Information Sciences and Support ServicesWeber State UniversityJan 2009 - Jan 2012 (3 years 1 month)