Focused oversight of Contact Center Operations for all domestic locations to continue offering best-in-class solutions for our clients.Responsible for Director-level Development and consistent, meaningful results against internal financial and strategic objectives as well as client-specific performance targets.

Leading Contact Center Operations in Sales with focus (no pun intended) on consultative process, compliance, and customer experience. Daily operational commitment to continuous process improvement and team member engagement to retain and grow business for our valued clients.Responsible for financial health of the region, including revenue and smart balance of cost-containment strategies, employee satisfaction and retention, and core key performance indicators that demonstrate value.

Focused oversight of all operational functions and key business support functions. Strategic development and deployment of initiatives designed to improve results in customer experience, customer loyalty, and market gains for clients. Diligent execution with responsibility for maximizing revenue and minimizing expense.

Promoted to launch and re-align to centralize operations. Successful direction of 8 program launches to increase revenue. Focused on speed to proficiency and operational results while balancing financial targets. Led and achieved efforts for company compliance certifications in telesales.

Oversight of Professional Development, Quality Performance & Compliance. Core functions included curriculum design and implementation. Led Inbound Operations for Sales and Service, including virtual and "brick and mortar" workforces. Implemented foundational sales program and quality monitoring. Developed core Standard Operating Procedures to govern fair and consistent treatment of all employees and merit-based performance appraisals to reward performance.

Business Analytics for "Voice of the Customer" to complement Marketing strategies and offers. Project management for new client initiatives.

Curriculum design and implementation for sales and service clients. Traveling education specialist for "on site support" through billing system conversions. Oversight of escalations through to resolution for clients and customers.