• Sole responsibility of P&L. Garnered annual revenue of $20M+ through streamlining all site operations, achieving client performance bonuses and growing organic business. • Client Services functions include monthly invoicing, contract negotiations, and business reviews.• Created a high-performance culture based on trust, empowerment, open communication, and alignment.• Partnered with Healthcare clients to participate in local community outreach for senior citizen centers and local family missions as well as generating over $9,000 in donations to Alzheimer’s Longest Day• Led +400 seat contact center encompassing multiple projects and clients.

• Established and maintained a team of production and staff employees for the world’s third largest Fortune 500 telecommunications company, ensuring that all required goals and needs of the client are consistently met.• Involved in the launch of new client projects in the call center by coordinating with the Program Manager to test software.• Coordinated recruiting and training to establish the proper workforce to handle the forecasted call volume for inbound calls.

• Oversaw a team of Production Team Leaders, making sure all tasks at hand were completed such as reviewing timesheets, tracking attendance, and developing call center representatives to hit required metrics outlined by our clients. • Conducted weekly call listening sessions with call center representatives to identify strengths and opportunities of how they processed a phone call and how they could improve going forward. • Gained experience through more direct involvement with client needs, preparing and reporting the statistics of call center metrics through Microsoft Excel and sharing those results with the clients that we supported.