Directory
Cindy Garrett

Cindy Garrett

Location:
Chicago

Cindy Garrett is a director in West Monroe Partners’ Customer Experience practice, with over 25 years of experience in contact center and customer experience. She leads the contact center practice for our organization, overseeing delivery of innovative strategies that apply leading technologies to drive performance and advantage.

Highlights 

Cindy is an innovative, customer-focused operations executive with extensive contact center experience and a unique blend of business consulting and deep technology expertise.  She is skilled at driving change, developing competitive differentiation, and implementing cost-effective solutions while enhancing customer experience.  Over the course of her career, Cindy has held executive positions in administration, operations, and customer experience. Her professional achievements include leading large business and IT transformation efforts, optimizing customer experience, and developing and executing call center strategy.

Since joining West Monroe Partners, Cindy and her team developed the organization’s High Performance Contact Center solution offering.  With deep contact center experience, she helps clients transform their contact center operations.

Project Highlights include:

  • Engagement Lead and Contact Center Lead for an engagement with the nation’s largest diagnostic imaging company to improve their overall customer satisfaction and reduce operating costs.  Scope included organization optimization, contact center management best practices, performance management and business process redesign.  Contact center key performance indicators (KPIs) improved from a minimum of 35% to over 90%.
  • Contact Center Lead for a large water utility to conduct a contact center assessment and develop and execute a multi-year strategy and roadmap.  Scope included process redesign, quality management, training, performance management and several technology initiatives.
    Prior to joining West Monroe Partners, Cindy was responsible for national customer service and claims operations for a large healthcare payer.  She also led many strategic customer care initiatives and service delivery projects.

Cindy earned a Bachelor of Science degree in Business Administration from Colorado State University and a Masters of Telecommunications degree from the University of Denver. She completed the American Health Insurance Plan’s Executive Leadership Program and earned the distinction of Certified Health Insurance Executive.

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