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Michele Rowan, President of Customer Contact Strategies, spent 12 years with Hilton Hotels Corporation as VP of Performance Management and held roles in the US as well as five years in International Operations. Her last key assignment was to lead both US and European strategy development and deployment of the remote agent program. Michele replaced over 1000 brick and mortar positions with home-based new hires in 18 months at Hilton, and is established as one of the industry’s leading experts of remote agent business models. Rowan has worked with over 500 companies in financial, health care, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in design and implementation strategies. Some of her clients are scaling models to as high as 4000 agents, some as small as 50 agents.
Prior to Hilton, Michele spent three years with a large US based outsourcer in the lead Human Resource role. Her expertise is diverse and includes strategy development, operations, performance management and support, training, quality and human resources.