Relationship Champion and Operational Process Leader for $12M+ account supporting Airbnb's global community. Ensured staffing plans, profitability targets and strategic objectives were met across multiple lines of business.

* Operational responsibility for 4 tech support lines of business supporting Apple/AppleCare via Voice and Chat in a 100% virtual environment* Lead a 24/7/365 Team of over 1500 Site Managers, Supervisors, Team Leaders and Advisors* Deliver financial and performance targets by developing leaders and implementing strategic improvement initiatives * Ensure compliance to COPC Certification, Client Contractual and Kelly Internal procedures at all staff levels* Present performance updates in weekly and quarterly Client Business Reviews* Lead process improvement initiatives with internal vendors, including Staffing, Training, QA, WFM, RTA and Infrastructure/Reporting to maximize productivity/profitability

* Strategic responsibility for Client Relationship and Operations for DMI’s largest client – GreatCall “Jitterbug” Wireless* Responsible for budget, forecasting and contractual KPI’s - $11+ M annual revenue, 1.5 M annual inbound calls* Lead an Operations team of 200 advocates, leaders and support staff in a two-site call center* Direct Client interaction including KPI reviews, QA Calibration, Staff Planning and Quarterly Business Reviews* Develop results-focused leadership culture – including operations managers, coaches, team leaders, QA and training staff* Hone and implement talent acquisition process, compensation and recognition programs to increase program tenure

* Strategic and day-to-day responsibility for outsourced contact center vendor relationship with a $2.3 million annual budget, ~500k annual contacts via phone and email* Guide and Manage in-house team of 3 Program Managers who support day-to-day Outsourced Vendor* Direct in-house Contact Center of 5 CSR’s who support merchant content partners via inbound phone/email/fax/mail* Monitor and course correct key program metrics such as Service Level, Average Handle Time, Quality Scoring* SME for Business Process Re-engineering Customer Service Track – documented business requirements, system dependencies, integration and data migration needs as well as swim lane process flow documentation* Developed/Implemented Hours of Operation and Service Level Optimization plan to yield ~$110k cost savings in 2011.* Administer KANA 10 email response system – developed strategy to increase email productivity from 10 to 20 per hour, which will yield ~$140k savings in 2011.* Researched and identified Contact Center vendors for 2011 RFP – assisted with development of RFP draft * Create/Present Quarterly Business Reviews

* Build relationships and act as the liaison between internal lines of business and an outsourced contact center vender* Aggressively manage contact center metrics; contributed to the team’s overall savings of $500,000+ for 2009* Maintain high level customer service standards and represent the overall best interest of Entertainment* Develop and facilitate training programs that ensure a high quality customer interaction and operational efficiency* Manage projects and act as departmental point of contact for systems development and troubleshooting* Review, evaluate and retool existing processes to manage billable call center minutes and eliminate unnecessary contactsAnalyze reports to identify performance gaps and training opportunities as well as manage action plans to improve* Respond directly to Better Business Bureau and Attorney General inquiries, helping to improve the customer experience* Launched a dedicated team within our outsourced contact center to mitigate refund requests for a high risk product, resulting in a $121,000 (42%) drop in refunds for Q4 2009

* Manage the relationship between Edcor and 7-10 Fortune 500 and Fortune 1000 Tuition Assistance Clients* Interact with Client representatives to resolve policy and procedural questions and escalated employee concerns* Travel to Client facilities or host on-site Client meetings to build strong relationships* Lead weekly status calls with Clients to discuss program trends and recommend suggested program improvements* Work with internal and external contacts to develop statements of work and scope documents for technology projects* Administer monthly Client invoice preparation as well as manage A/R days to payment metric

* Forecast projected volume for multiple programs supporting 40+ clients* Utilize workforce management software (RightForce) to create staffing plans for 80-120 call center agents and processing staff* Monitor productivity and efficiency of 120 seat call center; make recommendations for process improvements and training * Manage day-to-day activity of employees staffing an operations Command Center, oversee report generation* Interact with internal peers to ensure daily service level agreements and contractual obligations are met* Attend project status meetings to ensure call center readiness for new projects and Client implementations

* Manage 14-17 inbound customer service representatives handling customer inquiries for 40+ Tuition Clients* Monitor and coach employee productivity and quality of work* Conduct new-hire interviews and facilitate new-hire and internal training initiatives* Write and administer performance reviews, action plans and disciplinary action

* Manage operations for 12-15 agents and auditors taking inbound calls from GM employees and dealership personnel* Research escalated customer and dealer concerns and take escalated calls as needed* Coach employees, oversee career development, administer performance reviews, action plans and disciplinary action* Interact with on-site client during system outages and to resolve escalated program/customer issues* Monitor and report on service level compliance and agent utilization

* Provide leadership and oversee career development for 18-22 phone representatives in an inbound call center* Participate in call monitoring sessions with on-site Clients and conference calls with off-site Clients* Interact daily with on-site Clients regarding program administration and escalated customer concerns* Write and conduct performance reviews, hold monthly one-on-ones and compile team statistical performance metrics* Staff an operations Control Desk to ensure that contractual service levels are met on an hourly basis