Convergys Makes Key Leadership Changes to Strengthen and Simplify the Organization
Convergys Corporation (NYSE: CVG - News), the global leader in relationship management, announces the appointment of Andrea Ayers to the position of President, Customer Management line of business. She continues to report to Dave Dougherty, President and Chief Executive Officer.
“Our Customer Management business accounts for about 66 percent of our consolidated revenues, delivering outsourcing solutions to our clients through a global network of contact centers and approximately 60,000 agents,” said Dougherty. “With more than 18 years of experience in customer management operations, business development, and executive management, Andrea brings the right balance of leadership, employee empowerment, personal accountability, and decisive action that will
ensure our clients receive superior customer management support anytime, anywhere.”
Ayers started her career at Convergys managing a contact center. She rapidly advanced to become the general manager of the Direct Broadcast Satellite (DBS) Business Unit, where she drove double digit revenue and operating profit growth and oversaw employees in domestic and international contact center locations. In recent years as a Business Unit President, she has led new business development efforts for Convergys’ customer management services and solutions in the Government, Healthcare, Retail, and Finance markets. She also heads the company’s new Relationship Technology Management (RTM) line of business focused on the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels. Andrea will retain her responsibilities as president of the RTM line of business on an interim basis.
Andrea’s Business Unit group responsibilities will be consolidated under Jim Boyce, who is appointed President, North America, adding the Government, Healthcare, Retail, and Financial Services business unit group to his current responsibilities. The North American business unit, reporting to Jim, spans across all industry verticals and customer segments. During his eight year Convergys career, Jim has distinguished himself by delivering strong results, particularly in three areas: financials, client relationships, and talent development. Jim joined Convergys following a 20-year career with Procter & Gamble where he held several executive positions including vice president for worldwide customer business development - eBusiness. Jim will continue to report to Dave Dougherty.
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