Responsible for managing the activities of the InterCall Audio Conferencing center in a manner, which ensures efficient, quality services for all customers, ensuring a well trained, innovative and motivated work force. Current budget responsibility is $5.7M. Manages 8 direct reports, 4 support personnel and 130 conference agents.

Led a leadership team of 12 managers and supervisors in the operation of an audio conferencing call center. Operations included call execution, reservations and automated audio conferencing.

Responsible for the recruitment, development, and daily performance of three subcontractors call centers with an annual budget of 10.8M. Interacted with other internal business units as necessary to ensure pricing. Worked with the billing accounts payable departments to ensure timely payment of invoices and pre-pays.

Collaborated with Government Services Development market teams to define product requirements, conducted market analysis, developed or contributed to business cases; and practiced matrix management of other platform members. Also responsible for the proactive monitoring of the federal regulatory mandates that would impact product offerings.

Served as the Location Manager at the Baltimore Telecommunications Relay Service Center for eight weeks. Served as team leader on a Quality Team whose focus was to revise the entire Customer Agent performance evaluation process. Researched, developed, wrote, and distributed performance based training for new products, services and system updates for Telecommunications Relay Services. Acted as a liaison with Engineering, Marketing and other interfacing organizations to implement software releases. Met deadlines and handled multiple tasks.

Ensured the development of an efficient, service oriented work force though the delivery of effective training programs for Customer Agents, Supervisors, and Managers. Training technologies included Rockwell, for Long Distance and Telecommunications Relay Service, and Multi-Link for the Sprint Conference Center.

Motivated Sprint Customer Agents to deliver a high level of customer service. Promoted the success of all employees through developmental opportunities. Conducted surveys, replays and provided performance evaluations.

Supervised a squad of police officers in an urban area.

Developed and implemented a public safety and security program for a multi-tenant urban shopping center. Worked with the property development company and the local police department to compile area crime statistics. Hired, scheduled, trained and supervised security staff.

Researched and developed a disaster operations plan for Jackson County in cooperation with the Federal Emergency Management Agency. Reported to the County Executive.

Directed the operations of the Personnel, Purchasing, Building and General Services departments, the County Safety Committee and all federally funded programs. Worked with the County Legislature, Mayors and Administrators of cities within the county to ensure needed services were provided. Budgets for these departments totaled 36 million dollars. Reported to the County Executive.Director of Employment and Training