Utilize comprehensive customer and strategic insight in building, managing and maintaining the Contact Center while providing world-class support and responsiveness in accordance with SLAs and increasing the strength of the customer base as an asset; enhancing productivity/efficiency of the Contact Center; and focusing on improving the talent in the Contact Center with relation to process, products, and customer support proficiency. Optimize Contact Center operations through continued development and design of best in class practices. Implement strategies to enhance workforce planning and efficiency using key performance indicators, statistical analysis and reporting. Actively manage Contact Center operations through analysis of customer feedback, scrutiny of performance metrics and improvement of systems and processes. Interact regularly with executive team members and individual department heads to ensure that the operational priorities of the Contact Center are aligned with total company direction.

Responsible for the strategic planning and execution of all Call Center operations teams. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high service experience, staffing utilization, acceptable turnover, and financial performance. Demonstrated commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Measured success resulting in the organization’s ability to provide high quality services while meeting Key Performance Indicators (KPI), improving call performance, increased use of resources and adaptation of new proven solutions to increase efficiency, and achievement of metrics for all interactions.

Manage day to day operations for Service Desk supporting 34 VA Hospitals and 100+ community clinics throughout Southeast Region Responsible for direct management of 83 total staff throughout 3 different locations including Dublin, Ga; Batavia, NY; Arlington, TX Managed 65,000+ monthly incoming call volume utilizing ACD and ticketing tools and reporting Responsible for staffing policies, procedures, overall service to user, adherence to service level agreements, and maximizing operating efficiencies Responsible for ACD and Remedy ticketing system administration Provide technical support to end users to help resolve IT issues by troubleshooting various hardware, software, application, network, and printing issues Creation and implementation of conceptual ideas allowing improvement in efficiency and productivity

Project Manager for our E-Learning projects. Help Desk Manager for Technical Support Outsourcing agreements Managed day to day operations for Outsourced Help Desk Responsible for staffing policies, procedures, overall service to clients, adherence to service level agreements, and maximizing operating efficiencies, contract negotiations Provided technical support to end users to help resolve IT issues by troubleshooting various hardware, software, application, network, and printing issues Administration of hosted telephony system Creation and implementation of conceptual ideas allowing improvement in efficiency and productivity of multiple Help Desks

Responsible for the overall health and growth of strategic outsourcing accounts Advanced quickly through a series of management positions based on consistently strong performance applying critical thinking to business problems, improving productivity, and leading and mentoring a team to overall success Provided leadership to management staff assigned as direct reports. Managed leadership to ensure proper service to clients Responsible for staffing policies, procedures, overall service to clients, adherence to service level agreements, and maximizing operating efficiencies, contract negotiations Proven ability to grow business over $500k annually with innovative ideas Creation and implementation of conceptual ideas allowing improvement in efficiency and productivity of multiple Help Desks Prepared departmental budget, business cases, Help Desk strategy and metrics to gain financial support for Help Desk initiatives Participated in, develop, and guide team members in education and development Performed cost analysis to ensure highest margins possible

Oversee all IT functions for 12 locations Managed department by providing supervision and instruction Managed budget and spending for the Information Technology Department Responsible for staffing policies, procedures, overall service to end users, and maximizing operating efficiencies Installed, configured, and managed multiple server networks for 11 locations utilizing Microsoft Windows Server and AIX network operating systemsAbraham Baldwin College ---- Tifton, GAAcademic IT Manager, 1995 – 1997 Supervised departmental staff, hours, and duties to ensure success of team Led team in educational development Provided technical support to end users to help resolve IT issues by troubleshooting various hardware, software, application, and printing issues Configured and managed a multiple server network utilizing Novell Netware OS Installed, configured, and managed E-mail services utilizing Microsoft Exchange