Over Twenty years of progressive customer service management experience

Twelve years of planning & implementing technology-based solutions        

Seven years of Project Management experience in contact centre systems and facilities

Managed the startup, relocation and transition plans of multiple centres ranging in size up to 220+ seats and $6M capital cost

Develop strategic and tactical plans leveraging appropriate technology platforms and operational procedures that incorporate the identified trends and positively impact the business by maximizing customer satisfaction.

Excellent understanding of current call centre trends and best practices, and innovative web enabled call centre technologies.

Worked with the senior management team to standardize and optimize processes and procedures within cross functions business units.

Developed, implemented, monitored and oversaw operational standards in customer service, performance management and training.

Interfaced and developed strong relationships with all groups within the organization in order to ensure the success of day-to-day operations, and the implementation of new initiatives.

Contributing to customer satisfaction by ensuring that the group's functional areas address opportunities and issues in a timely and effective manner.

Exceptional presentation skills illustrating “win win” scenarios for all levels within the operations group.

Constantly improved revenues and identified cost efficiency within business unit.

Directed the preparation of $25M annual budgets and performance targets for business unit.

Tracked, analyzed and reported key operational drivers or performance indicators and took necessary action to improve results.