Inbound Call Center experience with CRM systems in business-to-consumer call center environment. • Manage, track and monitor all Call Center goals and preparing reports to improve the management and oversight of call center and monitor the outcomes of daily calls; perform forecasting and analysis of call trends.• Implemented goals and monitor team and individual performance against goals. Motivate the team, recruit, interview, hire and train perspective employees. • Managed the customer relationships by providing service and support and ensured 100% total customer satisfaction. Improved results and enforced productivity standards including writing of operations, scripts, procedures and training manuals.• Experience with change management and training. This included training curriculums, overseeing, or conducting change management and training activities within a call center environment. Have overseen activities related to combining of different call center staffs. • Determined if the existing training and communications activities relating to the consolidation of call centers were sufficient for the programs to succeed. Developed methodology to insure agent buy in on all phases of consolidation for successful completion and minimum agent attrition.Specialties: Workforce Management/Optimization, Outsource Management, IVR Application Design, Vendor Negotiations, Contact Center Strategic Planning, Experienced with Customer Service, Strong knowledge of ACD/telecom systems.