- Successfully planned and executed retraining of 300 existing small business customer service and technical support representatives and leaders to support mobile activations and technical support for America's fastest growing mobile provider. - Through cross-functional team engagement, supported root cause analysis of negative customer experiences. The analysis aided in reducing the timeline for resolving customer ticket escalations by over 50%, as well as reducing average speed of answer by 80% over a period of approximately six months.- Supported implementation of multiple employee development initiatives from new hire onboarding practices to high-potential employee development programs, resulting in year over year reduction in employee attrition of 10% and increases in rate of employee promotions by 40%.- Lead teams responsible for implementing strategic goals focused on standardizing operational playbooks to drive consistent, repeatable and best-in-class internal and external customer experiences across virtualized service queues.

- Senior on-site leader, overseeing operations growth from approximately 200 to a peak of over 300 frontline and leadership professionals, providing customer service and technical support to small and medium sized business clients subscribing to a range of high speed internet, video and telephony products.- Responsible for end-to-end operations of the entire site from hiring, to training, to ongoing performance development. I also served as dominant tenant leader within the facility, making my team responsible for landlord and facilities vendor engagement and overall operability of the physical site.- On the heels of an organizational merger, participated in cross-functional team collaboration with peer sites to identify opportunities to standardize practices, increase customer satisfaction, and improve both operations performance and employee engagement.- As a result of direct employee engagement, implemented a variety of initiatives which supported a reduction in employee attrition by nearly 50% in the first year, an increase to near best in our vertical eNPS results, and operational performance improvement resulting in the site moving the worst performing in the network to best or near-best within our vertical.- Managed a near $25 million dollar budget in support of execution of our organizational mission.

- Conceived, hired, trained and led a new “experience concierge” team tasked with proactively identifying customers possibly at risk for churn based on service or experiences issues. Through initial 120-day period of performance, drove a nearly 15% reduction in churn propensity, 30% improvement in first call resolution and five-fold improvement in customer satisfaction index scores.- Partnering with legal, telecom and outside vendor support, instituted procedural changes and new automation in annual agreement and TCPA collection process, reducing AHT for those calls by over 30 seconds.- Supported design and rollout of new hire training curriculum and structure to a model that broke learning into functional skill groups. The result was curriculum layered in over a period of time to shorten ramp times to full productivity, improve knowledge retention, higher employee satisfaction, and higher customer satisfaction index scores.

- Led an onsite group consisting of nearly 200 residential tier one and tier two customer service, sales and customer retention representatives, along with two geographically diverse outsourced centers spread across domestic and international locations, with an associated annual budget of $20 million dollars.- Led construction of a new performance management and coaching system (SKEP), eventually adopted at all in-house call centers. The new platform reduced administrative time for leaders by 10% per week, and supported a near 20% improvement in performance across KPI’s including average handle time, quality performance, attendance and adherence.- Implemented an employee survey platform improving employee engagement by nearly 15% since adoption, with resulting scores ranking in the top 20% globally amongst all survey platform clients including organizations such as Disney, Apple and HP.- Supported improvements of 12% - 16% in sales conversion, and customer account retention through performance management and strategic call routing design.- Reduced customer service operating expenses by upwards of $1.5 million annually through implementation of a diverse set of strategies including hours of operation changes, a near 9% reduction in shrink and a realignment of headcount across operating groups.

- Responsible for developing and fostering the relationship between WOW! and our call center support partners from the front line production team to executive level.- Serving as liaison to our outsource partner, founded relationship and service structure charter overseeing a more than seven-fold growth in the business being outsourced from an initial 50 to over 350 agents, and an associated annual budget of $15 million dollars.- Over time in the role, managed and oversaw the ramp of seven different call center operations both in the United States and Central America, sometimes with lead times as short as three weeks. In total, included initial hiring of over 1,200 employees in total.- Built a world-class customer care outsource relationship that supported at its peak over 75% of enterprise call volume, ensuring a seamless customer experience and contributing to WOW! being awarded 17 JD Power & Associates Awards in less than 10 years.

Chartered and managed a diverse group of 17 employees in administrating back-end billing and collections processes serving WOW!'s 250K customers. The team handled an average of 7000 tickets per month including payment processing, refunds, researching misapplied payments and collecting on returned funds.

Began work as a temporary employee in the accounts research and collections department, helping process 8-12 months of backlogged work awaiting disposition after the acquisition of Americast. Hired in as a full time employee in May 2002.

Member of inaugural team trained in every front-line discipline within the Epcot park operations group. Supported creating "magical" moments for thousands of people a day in a myriad of ways, incorporating public speaking, problem solving and a touch of entertainment at points.