The Global Director, CRC Operations is responsible for developing and managing all client account strategies and customer service delivery globally. This includes directing senior operations leadership across multiple global markets to achieve corporate financial and operational objectives.• Overall development of designated business operations, broadening the integration of services across the programs.• Establishes operating procedures consistent with policies while ensuring consistency across multiple global markets.• Responsible for building and maintaining relationships with client base and business partners.• Evaluates the results of operations regularly and systematically, and provide performance reports to executive leadership.• Ensures that the responsibilities, authorities, and accountability of direct reports are defined and understood.

Health Solutions at General Dynamics Information Technology is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial and healthcare organizations. Director of Operations includes responsible for leadership and management oversight of contact center operations in multiple geographically diverse locations. (5,000 + employees). Activities within contact center network include customer service, email correspondence, web-chat, print fulfillment, and oversight of contact center sub-contractor agreements.

• Accountable for providing operational support for both international and domestic customer contact centers supporting business and consumer customers, including developing and implementing business policies and supporting processes, tools and systems driving key opex and customer satisfaction measures across 6,000 agents.• Lead team of four Vendor Managers with cross functional team to onboard and launch six offshore call centers (Philippines, Central America and Caribbean), with accountability for contract compliance, infrastructure build out, training, forecasting, staffing, and performance management of new sites.• Directed 40 support personnel in offshore facilities, successfully launching six sites on schedule over seven-months, achieving performance targets for KPI’s,• Executed Six Sigma processes with four Program Managers in process improvement efforts to reduce AHT, Transfers, and customer dissatisfaction issues. Actions lead to identification of six key processes for policy and process redesign resulting in significant cost savings and reduction of outbound calls. • Designed three-phase program to improve agent retention, address competency gaps, and accelerate learning curve of new agents within offshore centers.

• Recruited during Sprint/Nextel merger to review and identify process impacts on customer experience, creating improved processes to enhance customer experience and reduce churn, ultimately morphing into Shared Services role for Business Care, involving process ownership and becoming a one-stop shop for all corporate care operations. • Managed 121 reports, including eight (8) direct reports with responsibility for all customer care, including interview, hiring, dismissal, coaching, mentoring, performance reviews, merit determination, training, arrangement for training, individual development plans, annual goals and objectives, discipline, rotational work assignments, and general oversight. • Recommended phone replacement program resulting in nearly 100% elimination in churn.• Developed RFP for single Customer Satisfaction Survey, leading cross functional team in integrating six separate surveys into single survey designed to align with JD Powers Customer Satisfaction metrics. • Sprint Crown Club – Top 1% of Non-Sales Employees, 2010. • Devised concept with sales for customized care program enabling Sprint to win major contracts with BP, Ford, Wells Fargo, Farmers Insurance, and United Airlines, including custom IVR and care agents in branded care program with look and feel of internal customer help desk, and leading to capture of addiitional subscribers and significant monthly revenue.• Led the development and project management of integrated, internal, web-based customer retention tool, gathering requirements, and designing database structure with GUI interface, to aid customer care agents in viewing optimal retention offers.

• Accountable for $362,000,000 in revenues at 13.8% gross margin, achieving all corporate financial objectives for Enterprise Dealer Program and Wireless Market. • Expanded online presence in collaboration with IT via full web-based catalogue, defining product groups and categories, storefronts, customer experience, and online pricing strategy based on customer segmentation. Achieved 22% increase in online self-service transactions, and reduced calls to telesales team allowing for creation of dedicated account team targeting top two segmented customer types without additional staff hires. • Recruited 260 new VARs (Value Added Reseller) increasing revenues 12.1% Y-O-Y, with gross margin exceeding plan 1.5%. Favorable MDF use (market development funds) enabled program to underrun budget $500,000.

• Deployed Business broadband products and services in local territories for high speed Internet applications and services. • Accountable for P&L, including $179,000,000 in revenues and $20,000,000 capital expenditures budget to deploy services and products annually, with additional $2,000,000 marketing budget for advertising, product and sales promotion, and demo equipment. • Developed $25,000,000 in revenues with 30-35% gross margin via strategic partnerships with McAfee, Symantec, FrontBridge, and EarthLink, inclusive of contract and defined services for B2B clients. • Performed economic market analysis, establishing 200 markets with best ROIC (return on invested capital), becoming self-funded in two years within selected markets. • Managed 16 Product Marketing Analysts.