Louis Ross is passionate about helping companies transform their customer experience. He believes every customer interaction with a company is a chance to build or destroy the brand of the company. Louis is a proven leader with over 25 years experience leading leaders, people, projects, and teams. Louis has wide and deep skill in customer operations. He has transformed five companies, improving their performance as measured by KPIs including satisfaction (CSAT), net promoter score (NPS), handle times (AHT), wait times (ASA), productivity, efficiency, renewal rate, user growth, monthly recurring revenue (MRR), customer lifetime value (CLV), and overall value (cost/revenue). He is a bilingual (Spanish/English) leader with a passion for building successful, scalable CX platforms and systems. Louis loves meeting new people and is always learning. Louis enjoys mountain biking, playing golf, and playing music with his family. He has two daughters, Veronica (21) and Tori (23), and is lucky to married to his amazing wife, Vel, for 29 years. They reside in Spring, TX (10 minutes north of Houston).