About Roger Lee

My story

I have more than 20 years combined experience in finance, contact center operations, hospitality operations, product marketing and in quality management. I additionally have extensive experience with customer experience, organizational optimizations, and technology solutions that surround these services. This experience includes implementing Six Sigma in several contact centers across multiple industries resulting in approximately $10 million in both revenue generation and cost savings.

Corporate Experience: I have held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. I believe that finding ways to improve the customer experience is essential – and the responsibility for improvement spans the enterprise.

Vendor and Consulting Experience: As part of my global travels, I have given several energized and memorable presentations, and written articles on customer experience including the value of a CX maturity model and VOC maturity model. I have been featured in global industry publications including Contact Center World, Customer Interaction Solutions, Call Center Network Group (CCNG), Contact Center Pipeline, Call Center Magazine, Call Centre Helper, Australia Internet Retailing, and CMO Australia.

As an industry practitioner and vendor, I have a proven track record in assessing, recommending, and implementing optimal solutions to address, people, process, technology and strategic priorities. I am a firm believer in A.C.T. (Action Changes Things) and influence my clients to do the same thing.

Consulting Assignments

Asurion
AFLAC
HSN
Embarq
Medica
Delux Corporation
Principal Financial Group
PFS Web
Ecolab
Orange Dominicana
Entergy
MidAmerican Energy
Church Pension Group (CPG)
Disney Cruise Lines
Ultimate Medical Academy (UMA)
Church Publishing, Inc. (CPI)

What can I do for you?

Consultant / Trusted Advisor

I have delivered numerous engagements working with Fortune 500 companies on improving customer service, customer care, and customer experience. My seek-to-understand approach, active listening, and transparency coupled with my vast industry experience provides a balanced roadmap to solving business problems. A few examples of my engagements span from contact center operational assessments to human capital evaluations. I work with organizations to review and recommend strengths and opportunities for improvement in strategy, people, process, and technology.

I have given several energized and memorable presentations and written articles on customer experience including the value of a Customer Experience (CX) maturity model and Voice of the Customer (VOC) maturity model. I have been featured in global industry publications including Contact Center World, Customer Interaction Solutions, Call Center Network Group (CCNG), Contact Center Pipeline, Call Center Magazine, Call Centre Helper, Australia Internet Retailing, and CMO Australia.

As a webinar host, I will research, design and deliver all content, reducing your preparation and rehearsal time. My delivery style is conversational, educational, and engaging. My writing ability is adaptable to marketing, operational, and informational styles.

In addition, I research and writes whitepapers to help with pipeline building and downloadable content. These services can be complemented with blog posts and social media posts as needed to act as teasers or snackable content.

Speaker / Author

Facilitator / Brand Ambassador

Facilitation is an art and a science. As a certified generational trainer, I have facilitated meetings from a small group of 6 to a large group of 50 people. Everyone has their own personality, and I ensures that every member of the group can contribute to the topic(s) at hand. Getting people to speak their mind in a respectful manner to effectively brainstorm and/or to prioritize projects/issues is one of my areas of expertise. I am available to speak at live events or lead live web-based discussions.

Providing brand awareness in this ever-changing marketplace is a challenge, especially as organizations continue to reinvent who they are, repair their brand, or share their innovations along the way. Evangelizing your brand, your solutions, and your services is one of my passions.