Makati, Philippines; Pocatello, Idaho; Salt Lake City, UtahManaged technical support site in Pocatello, along with agents in Salt Lake City, and a group of work at home agents. I have spent more than 11 years in the call center industry in many different centers, both domestically and internationally. I spent 2 years in the Philippines managing 2 different centers.

Ft. Pierce Florida; Lubbock, Texas; Houston, Texas;Directly accountable for all functions of call center management including training, reporting, financials, and staffing; work closely with client to meet changing requirements and ensure satisfaction. Responsible for all operational functions of large wireless project from August 2003 to December 2004. Managed up to 978 employees on a large wireless account. Oversaw client services and operations for Cincinnati Bell Wireless from January 2003-August 2003. Supported direct reports in Lubbock, TX and Halifax, NS for a regional wireless carrier. Managed Quality Control Department while implementing specific procedures and process improvements for 12 unique markets; provided performance analysis and implemented operational strategies that maximize productivity and increase profitability.

Hazelton, Pennsylvania; Ft. Pierce, FloridaImplemented and ramped a large cable Project. Responsible for all Order Management functions of the business.Worked closely with client to ensure all requirements were met. Managed the transition of the an internet sales department from Hazleton, Pennsylvania, to Houston, Texas. Analyzed and maintained all Client Service Level Agreements; determined appropriate staffing levels and implemented strategies to ensure the efficient operation of the department; worked with support departments to ensure staffing strategies were effectively executed.