Service Delivery Leader for the global Fraud department with multiple direct reports on a global level for a financial institution that dealt in personal finance and credit worthiness and consumer fraud detection and prevention. Strategically planned and executed multiple workflow contingency operations for our Fortune 100 Client and work directly with vendors and business leaders of other departments to strengthen the core values and increase the profit for the Fraud Department. Responsible P&L and controlled the AOI for the $60 Million Dollar account. • Created and implemented multiple workflows that reduced costs and drove efficiency by 80% for the global fraud department. • Successfully drove profits in a people-based market through implementing organic growth driven by deal acquisitions from our clients. • Directed all operations on a global level for B2B client and continued to drive profitability and growth in the competitive market of BPO.• Launched a new contact center site internationally.

Managed 3 direct reporting Operation Managers who had a total of 30 front end managers that had end consumer agents assigned to them. Responsible for over 350 plus staff who supported inbound calls inbound chats from customer about their credit card and high yield savings accounts. • Drive KPI performance for entire department with a focus on not only meeting contractual obligations as well exceeding competitors’ performance.• Worked with multiple departments to help coordinate hiring ramp and continuous growth. • First competing BPO to achieve customer satisfaction rating in the top tear for client

Operations Manager Vendor Call CenterManaging 10 teams of call center team managers and advisors for technical support. Responsible for over 200 plus staff who are charged with supporting and caring for inbound calls about iOS devices. I lead and develop a motivated high-performance team of Team Managers who deliver excellent technical support and customer service in an accurate and timely manner. Analyze key performance metrics and develop an implementation plan to improve performance.• Leading the enterprise in customer satisfaction in the top 10% of the industry for 2 years in a row.• Successfully launched a new line of business and implemented a new training model that was adopted by the enterprise which increased vendor profitability. • Improved utilization of all staff by 90% which led to increased department growth.

Facilitated and trained Mobility Customer Care for new agents provide continued training for tenured agents and management staff. Created unique learning environment that challenged and motivated learners to succeed in their entry level role. Providing support to the production floor by making myself accessible for all members of support and agents on the floor.• Lead the department in graduation percentage with 88%.• Successfully facilitate experiential adult learning.• Certified to train and facilitate all client curriculums.

Managed Connected Business Group, of two supervisors and over 60 staff, who were tasked to support in helping the customer with their purchases and also ensured to follow all sales policies of Best Buy.• Successfully managed through holiday traffic.• Improved performance by 20% and reduced scheduling gaps during holiday trend. • Increased profitability to 17% through managing operating expenses and driving positive sales trends.

Managed technical support customer service and support team managers. Responsible for over 300 staff, who are responsible for support of all devices. Lead 15 Team Managers to support the agents taking incoming technical support calls from customers.• Successfully managed through multiple ramps of employment due to release program for iOS devices.• Increased performance in handle time and efficiency by reducing inbound talk time by 2 minutes.• Maintained positive retention trends and increased gross profit margin of 10% by creating behavioral based coaching initiative.

U-Verse Retail Support Team – Managed customer service and support team managers. Managed eight team managers and over 125 agents, who supported post U-Verse sales and service customers. Increased gross profit margin to 54% per month by optimizing the staff based on call arrival patterns and utilization of agents as well as lowering attrition and decreasing absenteeism.• Far surpassed revenue goal results by over $100,000.• Implemented invoicing strategies which reduced cost and fostered a positive trend in revenue.• Increased the performance of the department and surpassed Alorica’s expectations in key performance indicators.

Monitored inbound customer care, technical support, business care, advanced technical support calls for the call center dealing with Sprint mobile devices.• Trained quality analyst and team managers in the procedures and processes around monitoring calls for agents and providing feedback to these agents.• Conducted all external calibration session with the client as well as internal audits for the client partner.• Trained all new agents on quality program and initiatives that the client partner required of the center.