Recruited to the organization by the Executive Management team to lead the operations of and remediate a key contact center performance challenge as well as lead and improve the global Work Anywhere strategy for Qualfon globally. Develop a Work Anywhere strategic plan and Implement world class industry best practices to ensure top performance and position Qualfon as a leader in the work form home BPO industry segment. Build strong client relationships with key Work Anywhere clients Responsible for Operations and/or Program Governance of 23 clients, 6000 agents in 7 countries and direct ownership of 11 clients.Key Contact Center Transformation/Remediation: Led the management team to build and repair internal relationships internal organizations such as Training, Workforce Management and HR. Developed relationships with and communicated glide path improvement plans to key clients. Drove this site to a top performing site, retaining key clients and leading to growth opportunities and new clients exceeding revenue and performance goals despite the impacts of the pandemic.Work Anywhere Strategy Appointed as the leader of a top company initiative to improve Qualfon work anywhere capabilities, performance and strategy. Create a best-in-class industry Work Anywhere model that is comprehensive and scalable, positioning Qualfon as a leader in this segment of the industry. The ultimate solution will be a Win/Win for our clients, their customers, and our employees, making each persons’ life better. Compete with both insourced and outsourced companies with a best-in-class Work Anywhere solution, including but not limited to price, compensation, quality, technology, flexibility, scalability, training, recruiting, career development, security, customer experience and service excellence. Identified major improvement opportunities and deliverables around, Gamification and Training, Performance Management capabilities, Employee Engagement, and employee Lifecycle.

Recruited to the organization by the COO and CIO and charged with responsibility of leading and improving global Technical and Customer Support Operations. Implemented cost-effective solutions and industry support delivery as well as building strong client relationships that added significant value. A key focus of the role is on ensuring the organization is well-positioned for success in a rapidly evolving and competitive environment by being an agent for ongoing organizational change. Noted for establishing business objectives and strategies that are clearly understood by stakeholders and support the organization’s strategic goals. Built and maintain a world-class support organizational model, enhancing Customer Support opportunities. Implement state of the art support tools, processes, and best practices to maximize efficiency while minimizing costs. Add value to clients through the development of proactive services leading to increased retention and growth of client base. Responsible for Global Program Governance of multiple clients serviced from US, APAC, EMEA, LATAM and the Middle East in multiple languages.

Recruited by CompuCom executive management to lead their Global Customer Support delivery area and remediate and retain several key clients of which the partnership was at risk. Responsible for the operational and financial performance of 7 call centers in 4 countries. Tasked with the directive of developing cost effective operations, achieving industry leading support delivery, and building strong client relationships that made the corporation more agile in a very competitive environment. Significant effort was spent on developing strategies that added value and serving as a change agent for buy-in/support from stakeholders while implement initiatives at an optimum pace. Key achievements included building and maintaining a world-class support organization for all products and service and implement state of the art support tools, processes, and best practices. Held responsibility for managing multiple P&Ls and Budgets exceeding $75 million supporting 90 Clients, 1800 Customer Support Agents with 8.2 million contacts annually across 1 million End Users. Overall, CompuCom supported 4.4 million End Users through End User Support services during tenure.

Recruited to Wyndham Worldwide by the COO and CIO with responsibility for providing cost-effective Customer Support for 9000+ Hotel Franchisees and over 1000 staff in a shared services environment for Worldwide Business Units. Key focus of the role was on ensuring the organization was well positioned to constantly adapt to a rapidly changing business environment while evolving stakeholder expectations through change management and implementation of new processes and strategic programs. Efforts resulted in the building of a world-class support organization and implementation of a state of the art service support organization (tools, processes, and best practices) – with alignment to achieve empower KPI improvement and significantly reduce costs. Domain responsibility included managing multiple P & L budgets totaling over $30 Million. Operated within the Information Technology Division under the CFO overseeing five directors and over 250 staff.

Designed and implemented a startup Customer Support organization to service both internal and external customers, worldwide. Played an integral role in the company’s long-term success by strategically positioning the customer service contact center to provide exceptional customer service, as well as, drive revenue and retention while managing growth. Identified and developed the strategic and tactical goals required to manage internal and external and in-house staff, third party vendors and technical resources to peak performance. Led the initiative to identify customer relationship management techniques and tools to drive customer retention to exceptional levels. In conjunction with the Chief Information Officer and Chief Marketing Officer, identified and led new business development opportunities. Ensured highly productive relationships with major accounts and partnerships for the benefit of the organization. Responsible for defining and identifying the people, processes and technology required to deploy customer service best practices in the contact centers and exceeding defined goals in support of multiple direct-to-consumer programs. Managed 75 employees within multiple departments.

: Responsible for ensuring that cost effective operations and infrastructure were in place to support all customers and staff. Ensured the organization was well positioned in a rapidly evolving and competitive environment by being an agent for ongoing organizational change. Ensured business objectives and strategies were clearly resulting in ending ‘under budget’. Provided 1st and 2nd level support for over 2000 employees in corporate offices and central reservation offices, as well as 16,000+ hotels worldwide. Provided 2nd level technical support for several large customers 1st level Help Desks. Developed departmental policies and procedures, implementing adjustments, when necessary, to enhance productivity and service levels. Analyzed problem data providing trend analysis reporting to establish an atmosphere of proactive problem prevention and avoidance.

Managed, directed and coordinated operation of the Information Services Data Center maintaining greater than a five million dollar budget. Provided 99.99% system availability and consistently exceeded service level commitments. Accountable for providing strategic and tactical planning, development, evaluation, and coordination of the information systems. Specific responsibilities include establishing the overall vision, strategic direction, technical standards, implementation planning, collaborative “purchasing strategy”, and ongoing enterprise-wide coordination for information technology. Also responsible for line management of corporate information and communication systems/projects including voice and data. Served as a key advisor to the senior management team in developing and executing strategic plans to maximize the use of IT in support of business objectives. Total staff of 95 employees spanned the areas in the Data Center Services Group supporting 3,400+ lodging properties, 7 remote reservation/call centers internationally, 800+ corporate staff members as well as data center and central systems.