• Provide oversight and support the financial and administrative operations of parishes, schools and cemeteries, serve as their liaison to the Archdiocesan Finance Office.• Lead efforts to ensure operational compliance and supported training initiatives. • Account management and built relationships to the mutual benefit of the Parish and the Archdiocese.• Identify, develop, and coordinate resources to assist pastors and administrators in financial reporting and operations. • Ensure that all budgets and financial reports are collected and verify that the information is correct. • Analyze parishes’ operating practices in the areas of record keeping and accounting, develop controls, and suggest revisions to established procedures.

Directed a team of twelve analysts that controlled communication, physical access and portal access for over 200 Data Centers located throughout the world. Owned the relationship between Digital Realty and an outsourced vendor located in the Philippines. • Created an audit process and performance tracking that improved error rates >25%.• Collaborated with numerous Data Center Managers to create one off process to drive customer satisfaction.• Lead role in onboarding new transactions types and documenting processes which drove a 500% increase in overall volume to vendor from Customer Success Managers.

Area Manager Sales, Tech Support and BillingLed team of 6 call center supervisors. Handled customer billing and technical issues. Concentrated on upselling various products and services. Improved net promoter scores (NPS) via text and speech analytics deep dives for 350 employees.• Facilitated weekly review meetings and set SMART goals, reducing turn-around time on performance improvement and corrective actions.• Drove improvement in quality and sales, acting as change agent, training on new tactics and providing constant feedback and coaching.• Created incentives, team contests and peer coaching program, increasing NPS by 20% year-over-year (YOY).• Introduced sales coaching and rewards, attaining #1 ranking out of 17 area managers

▪ Executed all phases of Call Center Management; Budget/Headcount, Operations Team, Customer Satisfaction, Quality Assurance, M&P’s, Vendor Management, Reporting and Forecasting ▪ Managed one badged center consisting of 130 employees and 3 vendors location totaling 500 ▪ 24X7 operation included customer types from Voice, eChat, email, High Usage Alerts, High Value Customers and Adv Tech Support▪ Implementation of Customer Satisfaction Improvement Plans and Incentives resulting in >30% YOY Willingness to Recommend, Net Representative Satisfaction and First Call Resolution▪ Identified key customer pain points and implemented soft skills training that was reinforced by Quality Management ▪ Developed KPI’s standards and analyzed data to create coaching and corrective action plans ▪ Instituted Weekly Action Plan coaching sessions for my Level 2 Managers to ensure performance stayed on track▪ Implemented an improved feedback process and quality audits that captured data from all organization which resulted in a 20% drop in feedback▪ Key role contract negotiations and the launching of two new vendor call center locations which we new to AT&T▪ Direct management of Area Managers in WFM, Forecasting, Quality Managers, M&P’s (Methods & Procedures) Call Center, and Vendor Managers▪ Executed chat reduction strategy resulting in 25% reduction in chats taken YOY▪ Aligned with Marketing and had a leadership role in International Feature Add Project which increased feature adds by 26.4% YOY 2013, via agent coaching, contests, and recognition

Directed a Vendor Manager in addition to the below listed Area Manager responsibilities.Implemented new fraud prevention measures that aided in the elimination of fraud losses due to rep compliance issues. Increased our quality score goals by 7 percentage points in 2008 and another 7 percentage points in 2010 and we continue to exceed goals.

Led a team of eight Team Managers, two Leadership Interns, 2 Quality Analysts and 100 representatives in an inbound call and eSupport Center.Primary responsibility for developing new managers through a Leadership Intern Process.Created front line manager and call center representative goals.Reduced call center attrition 25% by improving the selection process, additional interview training and improving new hire curriculum.Improved representative signed in percentage by 10 percentage points.

Manage a team of Contact Center Representative servicing Key Contacts for Enterprise Customer Care.