CASE STUDY
Strategic Transformation: From Crisis to Opportunity
The Situation
A Business Division Transitioning from Circles to Sodexo Ownership Faced Critical Issues:
- Strained client relationships with American Express
- Declining call center performance with suboptimal service metrics
- Employee engagement concerns during leadership transition
- Uncertain contract viability threatening business sustainability
The Actions
Over 12 months, I implemented a comprehensive transformation strategy across our operation of 1,000+ employees in two call centers and a corporate office:
- Rebuilt the American Express relationship through proactive engagement and transparent communication
- Established new employee engagement programs to boost morale and performance
- Implemented operational improvements to exceed industry-standard metrics, including Average Call Time and First Call Resolution
- Developed transition plans for seamless leadership handover
- Created performance monitoring systems to track and improve service delivery
The Results
- Transformed an underperforming contract into a profitable business unit
- Exceeded all call center fulfillment SLAs, restoring client confidence
- Retained 100% of operational employees through the transition
- Successfully positioned the division for acquisition by International SOS
- Created a sustainable business model that supported the divestiture strategy
