I lead and direct multiple groups including Customer Service, Account Management, Collections, Provisioning, Project Management, Field Operations and Office Administration. I am responsible for defining and delivering the industry-leading customer experience at FirstDigital where my success can be measured by outstanding customer retention percentages and quarter-over-quarter revenue growth. I put the customer first and understand our company success is driven by customer satisfaction, our ability to adapt to changing demands in the telecommunications space and the value customers place on the service we provide for their home or business.

• Managed the activities of the Contact Center by establishing procedures and ensuring quality service standards were achieved.• Analyzed Contact Center statistics to ensure an adequate number of agents and supervisors were available to answer telephones and email.• Provided leadership, coaching and training to supervisors and agents relative to performance enhancement and exercising sound judgment.• Conducted performance evaluation meetings with supervisors; coached them in conducting goal setting discussions and helped them provide feedback to call center agents to ensure performance standards are met.• Made hiring and separation decisions for the Contact Center.• Facilitated department meetings and communicated performance and productivity information regularly to Demonstrator Support Director.• Developed budget and controlled expenses within budget.• Developed and implemented procedures and operational improvements.

• Managed billing, order entry, and e-mail support teams. • Analyzed, developed, and improved process and procedure to achieve organizational efficiency. • Provided leadership and training to ensure productivity and quality goals were being met.• Participated in the creation of quality standards and conducted weekly call and e-mail monitoring. • Resolved escalated customer calls. • Conducted weekly team meetings, monthly one-on-ones, and annual performance reviews. • Represented Customer Care in local, regional, and national meetings. • Contributed to several business transition plans including the analysis of staffing requirements, business needs, and operational goals.