• Creative, customer-focused professional with over 20 years of extensive experience in contact center and customer service management in the medical, financial, and insurance industries, with a focus on Automatic Call Distribution (ACD) systems• Highly skilled and service-oriented leader driving innovative customer excellence initiatives and enabling technology which supports both the associate and the customer• Adept in overseeing a wide variety of responsibilities and leading successful teams to enhance service strategies, innovate processes, lead high-performance teams• Proven ability to motivate team members and encourage support activities throughout the organization to ensure associate buy-in of goals necessary for successful project completionAreas of expertise:− Customer experience management − Call center leadership specializing in Virtual Call Center− Cross-functional collaboration − Performance management and mentoring− Problem solving − Quality assuranceTechnical skills: Microsoft Office suite, Microsoft Publisher, Salesforce, MySAP CRM, Lotus, SAP, Genesys PureCloud, , Interactive Intelligence, Oracle Contact Center Anywhere, Aspect, Lucent CentreVu Supervisor, Siemens Hi Path, Routing Solution, Witness E-Quality, Nice System