Paul Knapp is an experienced Call Center, Contact Center Consultant with 25 plus years of experience in the Customer Services industry. He has demonstrated continued success in project implementation, process improvement and operational excellence. Paul has deep knowledge of both the healthcare and office equipment industries and has proven to have the ability to replicate proven processes and procedures to all applicable industry organizations.
Paul’s experience includes 10 years of leadership positions within the healthcare industry. During these positions he has driven change through leading strategic organizational changes, implementing quality systems and radically improving customer satisfaction results. Additionally, his leadership with developing and implementing Business Process Outsource strategies drove cost savings in excess of $5 million dollars. He led and implemented vendor call centers both on-shore and in Southeast Asia.
As a Call Center Consultant Paul specializes in applying his expertise and industry knowledge to resolve business opportunities and improve overall effectiveness for his clients. Paul utilizes the quality approach of root cause analysis along with Six Sigma tools and methodologies, to ensure that the appropriate focus is placed on issues and not on symptoms of a business opportunity. He understands the impacts of key performance indicators and how to drive strategies that improve performance and maximize technology investments.
Paul has a Bachelor of Science degree in Business Management and is a Lean Six Sigma Black belt. He is also active within his community volunteering his time with self-improvement programs for Young Christian Men.