Responsible for developing, designing, reviewing and improving new and existing processeswithin assigned business segment; ensuring the performance and delivery of services is executed in an efficient, effective, consistent and quality manner with measureable results. Thoroughly assess departmental and client needs to devise the most effective, efficient, and appropriate training models and training materials to support training for a variety of end users to include clients and new and existing departmental staff. Facilitate assigned training as needed.

Responsible for leading and directing client service activities including developing client relationships, providing consultative advice to clients, ensuring quality of programs, and development of assigned staff ensuring these functions meet the individual, unique needs of assigned client, client representative, or Division while remaining consistent with West's corporate policies, procedures and philosophies; ensure adherence to company policies and procedures.

Oversee employee performance to ensure that a balance of optimum productivity and service-level goals are maintained at all times. Coach, develop and mentor subordinates. Provide consultative advice to clients and staff on advance program functions, which may include trends in technical capabilities, ability to integrate programs and available telecommunication features. Establish and maintain a professional relationship with internal / external customers, team members and department contacts.

Responsible for building a strong partnership with assigned clients while continuously striving to improve the overall level of customer service. Served as a client advocate ensuring quality and delivery of service exceeded expectations and that all issues client or internal, were followed through to resolution in a timely manner. Maintained consistent knowledge and documentation of clients equipment, technology, programs, SLA's, contractual agreements and business objectives; led internal and external discussions to ensure all established timelines were met and that other teams and departments are performing their activities on behalf of the client in an efficient and timely manner.

Responsible for establishing an excellent working relationship with assigned clients. Served as client advocate ensuring program quality and delivery of promise. Coordinate completion of all new program set-up and account maintenance activities.