Results:● In the first 3 years, increased revenue by 108%, employee headcount by 87%, reduced employee attrition by 66%, and won highest Employee Satisfaction in North America two times.● Successfully launched a new operation, turned around a failing operation, and led the team through organizational transition delivering $7.5 million in annual cost savings.● Led organizational change through 4 company acquisitions, 5 CEO leadership changes, a new site launch, and a site ramp down and closure. (Phase2, eTelecare, Stream, Convergys, Concentrix)● Led team through Tech Support service transformation including knowledge base buildout, customer segmentation, volume deflection, and staff transition to offshore and internal team. Responsibilities:● Led a cross-functional contact center team of up to 750 employees collaborating with Human Resources, Training, Quality, Information Technology, Workforce Management, Finance, and Facilities. Responsible for all aspects of delivery for customer service, tech support, and sales programs from project implementation to closure, financial management and budgeting, recruiting, training, staff development, coaching, and engagement, KPI performance, and continuous improvement using Six Sigma DMAIC methodology.

● Led and managed a team of 20-400 employees with a scope of support including coaching, development, collaborate with Human Resources on accountability, attendance and retention management● Demonstrated proficient in operations and customer service, financial acumen, organizational skills, written and verbal communication skills, stock management, client metric delivery, outage management, and issue resolution.● Promoted from Associate to Sr. Manager within the first 18 months.

● Executed nonprofit’s mission through various programs, services, and projects by partnering with Executive Director and Board of Directors.● Responsible for organization’s grant writing, managing budgets, gift solicitation, special events, direct mail solicitations, business solicitations, and annual membership maintenance.● Represented the organization publicly within the community.