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, piece by piece, the brand of the company. A proven leader with over 20 years experience leading people, leaders, and teams, Louis has wide and deep skill in contact center management and SaaS client support within B2B/B2C. He transformed four companies, improving their performance from poor to world class 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 (17) and Aurora (20), and is lucky to married to his amazing wife, Vel, for 25 years. They reside in Gilbert, AZ.