As an experienced Operations Head/WFM Manager/Call center- Customer Service and Sales manager, I possess extensive knowledge in developing new accounts and driving business, improving sluggish sales and significantly impacting growth and profitsOut of my 34 years total experience, the last 24 years was in Inhouse Call Centers, Outsourced Call centers and Management Consultant/Advisor setting up new call center business.My strengths include all aspects of operation, recruiting, training, workforce management, Performance Management, Datawarehouse, vendor management, project management, sales, compliance, production, communication and administration. I am particularly skilled at rejuvenating struggling business units towards a greater level of productivity thanks to my ability to quickly identify obstacles and take proactive measures needed to optimize performance of the associated elements. Further to the above I was IVR/CTI designer and responsible for the vendor management on behalf of Citigroup Greece with successful project implementations.I have international experience, working in several Citigroup’s Call Centers such as Barcelona, Singapore, Brussels, Dubai in several assignments/projects. Some of my many professional accomplishments include:• Expertise in the Call Center/Customer Service & Sales industry (inbound and outbound)• Expertise in WFM and call center/customer service technology including interviewing, hiring, training and development(for agents and supervisors).• Expertise in IVR/CTI/CMS/CRM/PABX/ACD/ebanking/ATMs• Expertise in developing sound strategies which positively affect production and profits. • Fostering productive work environments yielding positive results. • Penetrating challenging markets with positive results, including referrals and repeat business.• Successfully negotiating with key decision makers.• Polished presentation skills routinely utilized in developing and delivering highly effective training materials.