Charged with leading business development efforts in the Kansas City business community with a focus on key verticals including the creation of third party reseller partnerships. Other roles include the identification and implementation of internal business processes.

Led a cross-functional team of individuals to service client relationships and daily communications with on over 20 accounts. Team was responsible for the implementation and launch of multiple clients with the agency. Was responsible for overseeing the creation and delivery of client weekly analysis and quarterly presentations. Effectively managed weekly strategic tracking meetings between all departments to ensure all projects were being completed within established timelines.

Was charged with developing and implementing call deflection strategies within the tier one and tier two technical support call center environment that supports over 3,500 tax offices and120K full time and seasonal H&R Block Employees. Worked to develop call driver reporting and set in place a defined method of measuring call driver impact. Worked with a cross-departmental team to identify and implement call mitigation initiatives.

Acted as consultant to senior project management staff in the development and implementation of a blended contact center environment. Provided guidance and direction on the telephony, skill/performance based routing of calls and a web-based reporting infrastructure. Identified, acquired and implemented multiple open-source and third-party applications that met the specific requirements and needs of the blended contact center environment. Worked with an in-house development team to establish proprietary CRM solution, call recording solution and web services tools to ensure maximum flexibility for serving various vertical markets.

My primary responsibility was to recruit, hire, train, lead and evaluate a team of national account managers. Our client services team managed over 120 client relationships. The team was graded on client retention, client satisfaction, and the development and delivery of departmental goals. As account managers (AM) we became engaged in the client relationship at the final stages of the sales process and were responsible for developing a complete scope of work and mapping out and managing the implementation process. As the single point of contact for the client from implementation through ongoing management, the AMs were responsible for disseminating all client communication to the various internal departments and the facilitation of all client meetings and visits. AM’s were evaluated on their strategic program development and execution to achieve their client’s KPI.

Oversaw the buildout, staffing and management of a contact center in downtown Chicago for the execution of a $3M government contract. Was responsible for the human resource functions, workforce management, training and management of on site client relationships.

Responsible for the implementation and day-to-day coordination of all telephony, script development, data delivery, reporting, and training for over 60 companies.

Responsible for all networking and lead generation efforts, including partnership proposals, answering of RFPs and completion of the contractual agreements.

B2B business development role with responsibilities including lead generation, partnership proposals, trade shows, organization membership, RFP responses and sales presentations. Responsibilities also included the development and delivery of pricing and contractual agreements.