Vance Macdonald

Vice President of Customer Experience, Driven Brands Inc.

Professional Overview
Vance Macdonald is an accomplished customer experience executive with extensive expertise in driving operational excellence and transforming customer-centric strategies. As the Vice President of Customer Experience at Driven Brands Inc., he is responsible for leading the company's customer experience initiatives, improving service delivery, and enhancing overall customer satisfaction.

Experience Summary

Current Role
As the Vice President of Customer Experience at Driven Brands Inc., Vance oversees the company's customer service operations, contact center management, and the development of innovative customer experience solutions. He plays a pivotal role in shaping the organization's customer-first culture and ensuring seamless interactions across all touchpoints. Under his leadership, Driven Brands has consistently improved customer satisfaction metrics and established a reputation for exceptional service delivery.

Career Progression
Vance's impressive career trajectory includes various senior-level positions in the customer experience and contact center management domains. Prior to his current role, he served as the Director of Contact Center Operations and Strategy at Carvana, where he successfully implemented process improvements and technology enhancements that resulted in enhanced customer satisfaction and operational efficiency. Vance has also held executive roles at Global TelLink and kgb, where he demonstrated his ability to drive organizational transformation and deliver measurable business impact.

Academic Background
Vance holds a Bachelor's degree in Business Administration from the University of Texas at Austin, where he graduated with distinction. His academic achievements and specialized coursework in operations management and customer service have provided a strong foundation for his career in the customer experience industry.

Areas of Expertise

• Customer experience strategy and program development

• Contact center operations and performance optimization

• Omnichannel customer service delivery

• Process improvement and operational efficiency

• Data-driven decision making and analytics

• Change management and organizational transformation

Professional Impact
Throughout his career, Vance has consistently delivered tangible results for the organizations he has served. At Carvana, he led the implementation of a robust contact center technology stack, which resulted in a 15% reduction in average handle time and a 20% increase in first-call resolution. At Global TelLink, Vance spearheaded the development of a comprehensive customer service training program that contributed to a 12% improvement in customer satisfaction scores.

Conclusion
Vance Macdonald is a seasoned customer experience executive with a proven track record of driving operational excellence and delivering exceptional results. His deep industry expertise, coupled with his strategic leadership and data-driven approach, makes him a valuable asset to Driven Brands Inc. as the company continues to prioritize customer satisfaction and loyalty.