● Responsible for the strategic and day to day performance management of a multi-location program with over 1000 employees for customer service● Lead client partnership relationships to deliver excellent financial opportunities through leading KPI performance● Responsible for $16 million annual budget, including 45% gross margins● Partner with off-site vendor management team to communicate and align program goals and updates, including weekly, monthly and quarterly business reviews● Examine account management and operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

● Responsible for the strategic and day to day performance management of a 1100 seat call center with over 1500 employees for customer service, chat and inbound sales contacts● Lead client partnership relationships to deliver excellent financial opportunities through leading KPI performance● Responsible for $23+ million annual budget, including 40% gross margins● Partner with off-site vendor management team to communicate and align program goals and updates, including weekly, monthly and quarterly business reviews● Examine account management and operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the strategic and day to day performance management of a 564 seat call center with over 1000 employees for customer service, chat and email contacts• Lead client partnership relationships to deliver excellent financial opportunities through leading KPI performance• Responsible for $19+ million annual budget, including 48%+ margins• Partner with off-site vendor management team to communicate and align program goals and updates, including weekly, monthly and quarterly business reviews• Examine account management and operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the strategic and day to day performance management of a 658 seat call center with over 700 employees• Responsible for $32+ million annual budget, including 30%+ margins• Responsible for the leadership and development of senior call center staff• Partner with other departments to ensure goals are aligned and communicated effectively• Examine account operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the strategic and day to day performance management of a 527 seat call center with over 700 employees• Created improved new hire training and transition process that is now adopted by all six additional sites for the same client o Improved customer experience performance for first four weeks customer experience metrics from 17th to 3rd in first two months of process launch, out of 28 client partners o Reduced new hire attrition in first 105 days by over 50%• Responsible for $22+ million annual budget, including 30%+ margins• On track to exceed Q4 2014 revenue and GP 140% and EBITDA by 178% since starting at site 6/23/14• Responsible for the leadership and development of senior call center staff• Partner with other departments to ensure goals are aligned and communicated effectively• Examine account operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the strategic and day to day performance management of a 626 seat program with over 900 employees• Responsible for $11+ million annual budget, including 55%+ margins• Increased revenue growth from 35% to 50% of Philippine Region revenue between Q4 2012 through Q2 of 2013• Q2 2013 program net income represented 99.96% of Philippine Net Income• Launched new strategic client program champion challenger pilot of 65 FTE o Increased to 160 FTE in six months• Responsible for the leadership and development of senior call center staff• Partner with other departments to ensure goals are aligned and communicated effectively• Examine account operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the strategic and day to day performance management of a 632 seat call center with over 700 employees• Improved compensate client customer experience metric from neutral to bonus in first month• Responsible for $20+ million annual budget, including 30%+ margins• Responsible for the leadership and development of senior call center staff• Partner with other departments to ensure goals are aligned and communicated effectively• Examine account operations, training procedures, and company objectives to formulate short and long-term goals, programs, and initiatives

• Responsible for the day to day operations management of a 523 seat call center with over 700 employees• Responsible for the leadership and development of senior and front line operations call center staff• Partner with other departments to ensure goals are aligned and communicated effectively• Design and implement strategies to constantly exceed performance goals for clients and Alorica• Analytical ability for metrics and reporting to recommend and develop effective action plans• Demonstrate track record of transitioning underperforming teams into leading performers• Establish quality standards and processes for Operation Managers, Supervisors and Representatives• Create a culture of continuous improvement, through empowerment and accountability

• Provide exceptional leadership to exceed performance EDTS goals for Enterprise Accounts with 300+ data lines• Provide timely feedback and coaching to motivate peers and direct reports to reach performance and career goals• Communicate complex technical processes and policies to internal and external Global and Tier 2/3 customers• Analyze metrics and recommend department targets to facilitate overall department goals and results• Provide coaching and feedback regarding KPI goals and targets to accurately reflect performance goals• Train and develop representatives to achieve a high level of customer satisfaction, performance and development• Monitor Performance of direct reports and department employees to ensure established goals are achieved• Effectively manage enterprise escalations, partnering with internal and external departments for resolution

• LAMP Graduate (Leadership Apprentice Mentoring Program) o Track, monitor, and coach individuals on behaviors to improving statistical metrics o Performed remote and side-by-side QA monitors and provided timely feedback and guidance o Conducted monthly PA delivery and discussion meetings and set performance goals o Develop individual reps to build their technical knowledge and self-confidence o Facilitated regular team meetings that covered trainings, team performance, and new policy & procedure rollout

Retained several positions at B. Grimm Group – LBG Ltd., B. Grimm Joint Venture and Merck Ltd. As General Manager for LBG Ltd. managed corporate development strategies for Provence restaurant, Oliviers & CO., Paris Spa, and L’Occitane businesses to integrate efficiencies, enhance employee performance and staffing operations. At B. Grimm Joint Venture and Merck Ltd. developed corporate social responsibility (CSR) communication strategies, actively expounded employee social engagement opportunities and utilized various media avenues for PR releases.• General Manager – LBG Limited o Daily operations of restaurants, retail outlets and spa: revenue and expense AR/AP o Executing on daily and monthly targets, specials and promotions o Facilitating staff scheduling & performance evaluations o Developing and executing Monthly and Annual Marketing and Pricing Strategies• Strategic Developer o Developed 5-year Social Enrichment Strategy o Redesign and update the corporate website o Work with Merck Ltd. community partner-CARE Thailand / Raks Thai Foundation o Strong focus on corporate communications of PR and various media