Responsible for incident management and release management for call center applications supporting all business function. Ensure the applications are functioning at full capabilty and integrate the training organization for on-going support and instruction. Additionally, responsible for the strategic development and growth of our eChat and Secure Messaging platforms. Work to institutionalize the tool and process across multiple functions and position the team to achieve increasing levels of responsibility and success. Manage communication of all agile releases for the impacted applications and perform post release application validation to ensure compliance and risk CTCs are met.

Responsible for managing Workforce planning teams for 13 call center sites in 5 countries . Look to effectively staff 4000 agents to service 50+ clients while meeting servicing goals and budgetary requirements.Additionally, manage vendor relationship with 3rd party servicing provider and all call routing processes.

IT Project Manager responsible for leading multiple systems and operations teams to deliver new products and applications. Utilized project management tools such as DMAIC and LEAN to increase productivity and reduce cost.