Responsible for multiple clients and full operations in a 200 seat multi-channel boutique BPO• Improved Revenue per Hour by $9.57 on client that had negative profit margin• Designed and implemented CSAT program that allowed us to easily identify outlier agents and coach them to improve customer experience. Average agent score of 96.2%• Improved Conversion by 48%. Created new commission plan and gave agents the ability to track their sales, conversion and commission on a real time basis• Re-Designed and Re-Implementation of a Retention program designed to be more effective and easier for the agents to assist customers • Complete redesign of scripting system allowing for faster processing of customer calls, improved rebuttals and sales scripting • Worked with several departments to implement monthly community service events and a free employee appreciation program

Responsible for daily management of 220 employees, financials, client interaction on AT&T Mobility Chat Billing program.

Created sales and service culture for 62, On Call Protection Specialist team and was responsible for a 2+ million dollar budget.• Created high performing sales and retention teams that consistently were above plan. Turned a cost center into a profit center in 18 months• Assisted with the landing of multiple major partners including Dell, Intuit and AARP• Worked closely with our Engineering team to provide ways to make our internal software more user friendly and efficient. Reducing handle time and improving efficiency• Implemented internal upsell program that generated increased customer revenue and improved life time value• Created training materials and documented processes so we could provide uniform and efficient training• Responsible for negotiating contracts with our CRM provider, telecom provider, virtual ACD and chat provider • Created customized reporting and dashboards that were reviewed weekly with our CEO and CMO• Worked closely with internal partners to ensure all product/partner launches occurred on time and error free• Handled all BBB and AG complaints and maintained a CSAT score above 90%

Created sales culture for 250-seat call center and six retail locations. Responsible for 85% of all sales and a $750,000 commission budget.• Consistently outperformed budgeted numbers. Generated an additional 6500 revenue generating units in first 6 months. Additional monthly revenue of $275,000.• Revamped commission structure to better focus on company goals. Improved performance and moral of front line staff while staying under budget.• Implemented prioritized call routing strategy to ensure new customers were routed to sales team.• Worked with both customer service and technical support teams to devise sales plan.• Instrumental in launch of digital telephone product. Achieved 180% of budgeted telephone sales in 2004. • Worked closely with IT to design new reports that portrayed true sales activity.

Managed Inbound and Outbound call centers both domestically and internationally, vendor capability assessment, contract negotiations and program implementation. Managed $17 million dollar budget; consistently under budget.• Created a multi vendor configuration consisting of 15 locations and 7 companies. Conducted monthly/quarterly business reviews to analyze performance. This configuration fostered competition and increased ROI. • Saved $5.7MM in first two years through identifying revenue possibilities and implementing cost saving measures.• Showed year over year improvement for the past two years on key performance indicators. Awarded companies highest honor “The Award of Excellence” in 2002.• Lead cross divisional team for cost reduction and best practices to include US, Mexico, Europe and Australia.• Tasked with finding and launching multiple centers in Mexico• Worked with catalogue, print, radio and TV clients and outside vendors to identify opportunities.• Worked closely with internal clients to ensure that marketing strategies were properly implemented and goals were being exceeded.• Designed new monthly reporting that gave snapshot of performance levels and cost for division VP’s; provided quarterly updates to CEO, CFO and division EVP’s.

Segment Manager Program Implementation Development and Management of six direct reports and program performance in 17 geographically dispersed call centers.• Oversee all aspects of program development from data selection and training development, to sales performance, analysis and performance improvement action planning.• Implemented Continuous Improvement performance model to provide incremental sales in all campaigns. • Performance management of 5 International campaigns and 7 partner campaigns with partners such as Blockbuster, American Airlines, Delta Airlines, Columbia House and American Express.• Developed new products with marketing division based on field recommendations.• Ensured performance expectations were met for our internal and external clients through consistent performance and quality monitoring.• Increased performance to the highest level in four years and sustained it for six months.• Designed and implemented a very cost-effective way to increase customer response and close rate.Sales Manager II, Consumer and Small Business Sales Tasked with managing and developing both full time day and part time evening supervisors.• Started in Baltimore center working on WorldCom project (Tango), calling WorldCom consumers pre-merger. • Served an integral role in making Tango a success by continually raising the performance bar. Achieved status as #1 Manager in the center for 1998.• Transitioned to Small Business Sales and took 4th place system to #2 by focusing on continued development of Supervisors and telephone sales professionals. Ended 1st quarter in Small Business 105% of Plan• Helped reorganize Small Business by putting all of winback under one manager for better campaign management and focusing on key indicators and quality• Transitioned back to Consumer Sales with 5 teams with average Supervisor tenure of 5 months and consistently exceeded monthly revenue goals, while building new team. Recognized as #1 manager within 120 days