Spearhead strategic planning and implementation for both short-term and long-term projects and initiatives.Establish and supervise design, installation, support, and maintenance programs.Create detailed operational manuals, policies, and procedure documents.Direct all customer support initiatives, ensuring an effective response to customer needs.Serve as the primary escalation point for operations and response efforts.Champion customer interests within the organization, ensuring that every customer enjoys a 100% satisfaction rate with our services and support.Generate and distribute comprehensive reports to track overall company operations and inform management.Manage and oversee the technical team (based in Oklahoma and Texas), including task assignment and performance evaluation.Collaborate with technical leaders to consistently enhance the skill set of our technical talent.

Overall management of two locations and remote workers from inception of contact center with direct responsibility of business operations such as sales, IT, quality control, finance, and HR. Responsible for facility setup, initial recruiting, performance reviews, employee development, layoffs, exit interviews and managing all call center operations. Directly developed, implemented, and updated strategies to facilitate growth. Increased annual sales and profits while growing to 36 sales agents. Responsible for responding to customer escalations and complaints. Maintained reputable and positive relationships with clients, customers, and vendors. Fundamental in the process ensuring continued success and smooth transition during company purchase and change of ownership. Developed financial plan, operations plan, and sales strategy for all programs. Collaborated with each department to achieve and exceed company goals and expectations. Obtained contracts with solutions distributors for ATT, Frontier, Verizon, and other technology solutions providers. Maintained network infrastructure. Contributed to design and development of in-house CRM/dialer SQL based program.

Operations management of collections call center and support functions. Responsible for planning, acquiring, implementing, and managing systems and databases. Development team of collection specialists. Maintained all relationships with consultants, debt portfolio providers, equipment, and software vendors. Presented results and other KPI’s along with strategic recommendations to ownership and clients. Developed processes and procedures to implement PCI DSS compliance and adhering to all FDCPA regulations and other financial industry standards of data, network, and facility security. Maintained positive standing with CFPB.

Management of outsourcing call center division with locations in Oklahoma and Texas. Focusing on a Pay for Performance Model providing B2B retention, upsell, and winback/new acquisition operations to multiple major telecom carriers. Growing call center division to over 100 sales agents for 4 separate clients while creating diversity and stability of overall business. During growth, additional programs within major carrier operations include inbound/outbound revenue generation, telephone account management, and retention of existing clients. Developed compensation structure based on commissions received by clients for performance achieved and products sold. Target list preparation and mining for improved contact and close ratios. Created business model to provide strategy for required EHC and PR headcount, revenue forecasts, and P&L goals. Involved in staffing and training of all team members for contact center division. Project planning and implementation for building space and technology needs to provide suitable space and tools needed for contact center. Started Plano Texas Call Center. Responsible for budget management, hiring, training and performance of team while managing teams in Enid Oklahoma location. Expanded headcount 3 times in first 6 months in Plano Texas location to a total of 54 outbound sales agents in this location.Program management activities through real-time and historical KPI reports. Developed and ensured accurate and timely completion of client reports with sanity check processes performed. Performed revenue reconciliation on payment files to assure the integrity of program’s pay model expectations. Responsible for client relationships through official meetings to ensure expectations are met and exceeded, review updates to the program, and areas of opportunity.Top performing Solution Provider for SW Region - ATT for 4 years. Ranked in top 10 for 9 of 12 major categories each year including # 1 for two years in overall revenue.