Responsible for worldwide contact center operations and experience for the Company’s clients in the US and abroad. Tri-Outsourcing provided inbound customer care and outbound sales for companies such as ATT, Vonage, Bell South. The business focused on several vertical industries, including telecommunications, internet, financial services and publishing and provided outsourced customer care and sales operations. $30M company with 15%EBITDA.This position had full responsibility for day-to-day operations of the business, as well as partnering with the CEO to manage the Board of Directors and investors. Areas of responsibility included: operations, contact center operations, account management, finance and accounting, technology, database marketing, quality and training.Responsible for more than 300 employees providing inbound customer care and outbound sales. Direct reports include 3 vice presidents, 4 sales directors for business development, across four global regions.

Reported directly to the COO, had full P&L responsibility the western operating division of Aegis, a $295M integrated outsourcing company. Operating margins increased to 46% from 15% just two years previously. This was a turnaround accomplished by refocusing the business unit to database services and operational excellence. Areas of improvement included a decrease in employee turnover by 20%, an increase in production efficiency by 32% and a 90% overall clients satisfaction rating. Areas of responsibility included contact center operations, account management, information technology, quality assurance, training and salesWith more than 1,000 employees, I had 10 direct reports including 7 directors and 21 managers. Key client relationships I was responsible for included AT&T, Nextel, Pacific Bell, Toshiba, IBM, Amex, Blockbuster.2002-2004 Vice President of Operations1991-2001 Vice President of Operations/Western Division

Reported directly to the CEO and was responsible for managing the west coast division of the $100M company, which was later purchased by ACS. Responsibilities included the day-to-day operations of the division, account management, technology, sales and HR. In addition, I was responsible for meeting the client’s service and sales metrics, developing and driving client strategy through the account management team and developing new business with existing clients. West Coast operations accounted for more than 10% of CyberRep’s revenue with an average annual EBITDA of 28%.The division I lead managed the communication account for CyberRep which included AT&T, Nextel, and Sprint.The west coast division included two contact centers located on the west coast and employed more than 600 employees. Direct reports included 14 managers and 3 directors.