Customer Service Transformation Consultant ServiceNow
Joe Landers was hired into ServiceNow as a Customer Service Transformation Consultant in December 2017. He started his career as a Spanish Customer Service Representative at MCI. Moving from agent to supervisor to manager in call center operations positioned him to be able to expatriate to Mexico and help start the MCI/Banamex joint venture known as Avantel. Upon returning from Mexico in 1997, he made his first foray into Call Center Outsourcing. Over the next 7 years, he would either lead or play a role in fifteen call center implementations ranging from Utica NY to Cordoba, Argentina. From 2008-2011, he managed roughly 1,000 call center seats in Panama, Nicaragua, and the Philippines for Cricket. In 2012, he moved to the provider-side of the table with RightNow and Oracle. Over the last six years, he served as a Client Success Manager and Customer Experience Strategist within Oracle Service Cloud. From robotics to retail, travel, industrial manufacturing, higher education, and finance, Joe has worked with dozens of clients up close and personal in a variety of verticals. His core objective was to develop effective growth-focused strategic roadmaps with clients that would be both mutually beneficial and sustainable. He led 31 transformational engagements over the last three years. Joe was heavily involved in redefining Oracle Service Cloud’s methodology for transformational engagements and the use of Value Analytics within the platform.