A dynamic Customer Experience and Contact Center professional with an exceptional track record of improving customer satisfaction, financial, and employee engagement results. Uses voice of the customer and business analytics to create a clear service vision and deliver on excellence. Extensive experience leading contact center organizations that have included brick & mortar sites as well as BPO’s and have been responsible for Training, WFM, Quality, Reporting, and Communications business solutions. An inspirational leader, with strong interpersonal, collaboration and analytical skills and a never-ending passion to improve the customer and agent experience, who’s track record includes a history of turning around under-performing teams. Combined with many years in a company that is envied for creating memorable moments of genuine connection that drive loyalty, can take that very unique customer service and culture mindset and balance it with a strategy that delivers financial results. Core Competencies:Leadership Development, Capacity Planning, Vendor Management, Customer Care Technologies, Public Speaking, Omni-Channel Communication, Capability Road Mapping, Retail Sales, Budgeting