• Deliver on all client expectations.• Prioritize and develop programs to meet business imperatives.• Hire Operations Personnel. • Coordinate process and program improvement initiatives.

Managed multiple support functions for Verizon and Vendor staff including budget, metrics, analysis, training, and quality assurance.• Coordinated cross functional teams to create and deliver programs, implement new business. • Achieved performance improvements in Quality, Productivity and Communications using TQM and Six Sigma business concepts.• Led post merger integration of critical telecom systems, policies, and programs into Web-Based applications and compatible processes.• Orchestrated numerous field trials as a result of flexible, capable, operations team and business acumen.• Delivered weekly financial reporting and business analysis to leadership team. Coordinated communications and reported all metrics.• Managed top two performing vendor centers consistently exceeding established performance targets and improving cost structure.• Managed the Quality Assurance program, vendor relationship, and budget.• Authored content for Leadership presentations and provided Executive support.

Managed Performance Assurance for Directory Assistance, Operator services, Prepaid card and Telecommunications Relay Services (TRS).. Managed a geographically dispersed staff of 95 professionals and outsourced budget of $20M. • Oversaw operational transition of call center services from a single to multi-vendor environment. • Directed the implementation of new business, new vendors and new call centers including the development of new processes and the hiring and training of 700 new operators.• Managed in sourcing of TRS service for MCI in California. Represented training and quality elements in successful state bids for business and launch of IP and Video relay services.