Defense and security consulting. Manage operations and logistics for multinational teams providing security and risk management services for clients. Consult based on client needs and create customized solutions to meet their objectives. Leadership development for all team leaders to support expansion and overall strategic growth for company. Serve as senior advisor to board of directors for all matters on operations.

Employee and leader development for the customer solutions organization within TWC dedicated to retaining customer relationships and maximizing subscriber value. Responsible for ongoing training and tailoring new hire training for employees in customer solutions department.

Manage day to day sales operations of inbound telesales centers for the Pacific West region. Performance manage centers to meet and exceed revenue and growth targets. Manage efficiencies to help reduce costs and increase yields from incoming customer calls.

Manage all Sales and Retention Call center operations including WFM, Forecasting, REM, Incentives, QA and compensation across Time Warner Cable's Western Region. Responsibilities include project management, planning, and performance tracking of all front line associates in departments across multiple sites and regions. Developed and administered compensation plan to maximize the revenue generated and retained by call center associates during daily transactions through the use of Scorecard performance metrics. Develop dashboards to allow local team leaders to better manage direct reports while contributing to overall regional sales and revenue goals. Project managed several change initiatives to streamline processes and reduce redundant activities for lower cost and greater efficiency. Developed certification program to identify key sales competencies and identify front line associates utilizing these skills effectively.

Managed customer success team to support Rosetta Stone’s high-value customers in meeting their language learning goals through multiple communication channels including, phone, email, chat, and direct mail. Provided user experience feedback and handled escalated matters for customers. Worked to beta test new products personally and with end users as well. Recruited and hired top quality associates for the customer success team using the Top Grading method for identifying star performers.

Responsible for increasing sales to Hispanic business owners and creating targeted bilingual marketing materials for existing customers. Acted to advise customers on effective culinary management to increase operational efficiencies and improve sales performance. Established strategy to target non-traditional customers to increase customer base and sales. Utilized strategies to stay ahead of current industry trends to offer our customers unique and profitable ideas to strengthen their businesses. Facilitated training for in house sales staff to improve communication and service to non-English speaking customers. Also facilitated state mandated food safety training in Spanish to help kitchen staff better understand concepts. Created training materials and presentations for use by all associates in customer presentations. Participated in various trade shows as a company representative.

Recruited, hired and created training plan for front line service representatives and production personnel to support the patrons of the Smart Tag/EZ Pass program for electronic toll collection. Acted as a liaison between eight Virginia toll roads and the 14 different state toll authorities belonging to the EZ Pass Inter-Agency Group along the Eastern United States for the Virginia Department of Transportation (VDOT). Oversaw all customer contact channels including phone, web, E-mail, web-chat, mail and retail customer walk in centers throughout the state of Virginia.

Lead group of experienced sales coaches and supervisors towards team achievement of market customer acquisition targets for communications products. Facilitated training in the effective use of the consultative sales approach as well as reinforced the company’s service strategy through monitoring and coaching efforts. Developed monthly goals for associates as well as created various tracking implements to demonstrate personal and team progress towards goals. Additional duties included the management of Customer Retention Help Desk towards providing operational support for several departments across the market. This team was also instrumental in the implementation of various market wide initiatives and procedural improvements.

Responsible for day to day operations of a customer retention team. Including goal setting, performance management and consultative selling. Facilitated training to improve results.

Sold tele-communication services to Spanish speaking callers. Consistently exceeded sales goals and served as a mentor to peers to improve their performance.