Tal Mashat

Tal Mashat is the current Head of Customer Success at Acuant. Prior to this, Tal was with People to People Ambassador Programs from April 2012 to December 2014, where they served as Director of Contact Center Operations. In this role, Tal was responsible for all aspects of the Contact Center, including hiring, training, quality assurance, WFM, IVR, inbound/outbound customer care, sales, retention, and Social Media/Digital teams.

Tal has full P&L responsibility and led a highly dynamic team of Sales/Service/Retention/On-Call travel campaigns. Tal also drove outbound sales via dialer and other digital outreach, and created a Social Media Digital Team to handle Facebook inquiries, Chat, Email & Paper correspondence.

Tal led a highly flexible staffing model, in which temporary staff was utilized for peak season volume. Tal delivered best-in-class reporting solutions for hourly/daily/weekly contact center efficiency and customer satisfaction metrics. Additionally, Tal lead, developed, and mentored a team of Coaches, WFM/Analytics, and Quality/Training Managers to ensure regular coaching sessions and driving increased performance and operational excellence. Finally, Tal reengineered the IVR, CRM, call recording platform to improve the customer and agent experience.

Tal Mashat earned their M.B.A in Organizational Leadership from Gonzaga University and their Bachelor's Degree in Business Administration and Management, General from the University of Washington.

Their manager is Paul Kavanagh, VP, Customer Operations. A direct report to Tal Mashat is and Chad Mayer - Customer Success Manager.