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Clifton Poynter

Clifton Poynter

Customer Success Director

Customer Service / Support

Bentonville, Township 8, Benton

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About Clifton Poynter:

I am an Influential, analytical, and culturally diverse business leader, offering an extensive background in leading diverse teams, project management, employee engagement, and performance management. I am skilled and well-established in enhancing an organization’s culture and values through designing efficient training and development strategies, managing payroll & compensation, constructing performance management processes and enriching policy and procedure standards to support the compliance of employee and labor relation regulations. One that delivers staffing business solutions and pioneering recruitment and talent development tactics to optimize talent, hire staff, drive employee engagement, and reduce staff turnover.

Experience

Walmart, Bentonville

Director, Customer Care Operations

 
● Developed training programs to enhance team performance and engagement, aligning business objectives for a 1500+ seat contact center. ● Directed cross-functional team to renegotiate $150M contract, reduced cost by 15% and increased service delivery times by 20%. ● Foster a culture of empowerment and adaptability within cross-functional teams increased productivity 32% across multiple sites. ● Anticipated risks, opportunities, and cross-functional dependencies to empower performance team to efficiently drive progress – team size of 5. ● Implemented data-driven strategies for operational efficiencies, fostering a culture of continuous improvement.

Walmart, Bentonville

Senior Client Services Manager, Customer Care Operations

 
● Launched Center of Excellence for strategic support in domestic markets, increased agent utilization rate by 25% without increasing headcount. ● Enhanced performance through continuous metrics evaluation and stakeholder communications, increased customer satisfaction by 22%, and reduced abandoned calls by 11.4%. ● Championed turnaround of two under-performing business units, increased profits by $25M. ● Drive cost-saving initiatives that reduced operating expenses by 23% within 12 months. ● Oversee large-system rollouts across multiple platforms such as Avaya, Confluence, G-Scope, and Oracle. 

Walmart, Bentonville

Operations Manager, Customer Care Operations

 
● Lead development of over 250 Customer Service Associates, 14 Team Leaders, and 7 Operations Managers in business strategy execution. ● Formulated a five-year contact center strategy emphasizing compliance, digitization, and people services automation increased streamline processes and drive efficiency by 20%. ● Built stakeholder partnerships through a collaborative environment, achieving a customer retention rate of 98.5%. ● Created a business insights tool providing ad hoc analysis tools, dashboards, and insights for all Walmart domestic markets. ● Analyzed and reported defective trends, improving First Contact program user experience and reducing costs by $45.8M over three years.   

Education

Master of Business Administration, University of Texas, 1999-2001

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