Velocitii LLC, a full service BPO provider located in Medina and Rochester New York, is pleased to announce the appointment of Heather Smith to the position of Chief Operating Officer. Velocitii is elated to bring Heather on as an integral part of the executive team.
Smith has over two decades of senior management experience encompassing Inside Sales, Customer Experience, Managed Help Desk and Business Process Outsourcing. She began her professional career at Unisys where she led a global Inside Sales organization. This experience led her to Xerox where she initially led the Inside Sales teams and later assumed responsibility for the North America Customer Care outsourcing organization following the acquisition of ACS, a large BPO provider. She most recently served as Vice President of Transformation and Customer Experience at Essilor. Smith is Lean Six Sigma Green Belt certified, and boasts a prominent educational background including executive development credentials from Darden, Kellogg, and Wharton business schools. Smith was also a recipient of Rochester Business Journal’s ’40 Under 40’ award for career success and community involvement.
Smith’s most notable accomplishment was leading a cross-functional team in the development of a call center playbook focused on the employee life cycle resulting in 35% reduction in employee attrition in first 3 months. She was also instrumental in the transformation of commercial and healthcare sectors, resulting in over $170M in cost optimization.
“Heather is the right person for the job. Her impeccable credentials, capabilities, extensive background and proven record of success in customer experience leadership within the BPO industry positions Velocitii to succeed in achieving our strategic objectives with respect to our clients, employees and community. ” said Ron Petrie CEO of Velocitii.
Smith states what attracted her to Velocitii was the relationship-based client approach and the focus on building partnerships with clients to make them successful. “What you find in a lot of BPO companies is the approach of “we’ll take your mess for less”, which results in fierce competition with half a dozen vendors a client is using. Here at Velocitii the approach is more of a partnership with the client with synergistic goals. In addition, the owner’s passion to grow organically in the Medina and Rochester area and give back to the local communities through philanthropy and community involvement is refreshing. “
