Responsible for supporting all Operational aspects of the business

Responsible for supporting Sales, Marketing, People Operations / HR & Recruiting, Operations, BD, Product, Engineering, and Business Operations

Responsible for supporting Sales, Marketing, People Operations / HR, Operations, BD, Product, and Engineering

Responsible for supporting all areas of Operations

Responsible for the day to day operations and strategic direction for all areas of the Waste Expense Management division. This includes Sales & Marketing, Sourcing & Procurement, Operations, Client Relations, Audit, Finance / Accounting, Customer Care, Invoice Processing & Payments, Product, and Engineering.Leader of the design, development and roll out of our 2nd generation technology and overall solution allowing the division to expand TAM significantly, and achieved a CAGR of 27% while improving EBITDA by ~250%.

Senior leader responsible for global Efficiency First® operations, which include the Efficiency First® Engine and Efficiency First® Services. I was the leader of teams responsible for the Efficiency First® Engine, a proprietary system that drives all of AOTMP's products and services, that include global data collection and management, AOTMP University, business analytics & business systems management, and product management. Also responsible for our global service delivery teams which included project management, consulting and advisory services.Responsible for facilitating workshops / leading speaking engagements at the annual AOTMP Telecom Expense Management industry conference as a recognized industry expert for telecom experts across hundreds of fortune 500 companies.Leader of multi-million dollar transformational telecom ecosystem projects for global fortune 500 companies and state governments, spanning 10+ countries.

Responsible for all areas of the consulting business.

Responsible for Sales Support, Operations, Recruiting, Training, Quality Assurance, Risk Analysis, Vender Management, Product, and General Administration. Additionally responsible for the launch of the new BPO full customer life-cycle services, including leading a multi-million dollar acquisition.

Responsible for the overall client relationship and service delivery for BPO services for two fortune 500 companies in the Healthcare and communications industries resulting in ~$50M in annual revenues across 6 contact centers supporting 2,000+ employees.Able to secure 3 year contract renewals for both clients with additional growth of $10M+.

Responsible for all areas of Operations / Service Delivery and Client Relationship Management globally. Including leading Product, Audit, Service Optimizations, Sourcing & Procurement, Customer Care, Technical Support, Account Management, Sales support, and Invoice Processing & Payments.Restructured the entire Operations / Service Delivery and Client Relationship Management team structure to drive NPS up by 18 points, while driving down COGS by over 75%. This was part of our roll out of our 3rd generation technology / solution.Leader for the start up of our European business with offices in Ipswich, UK, Frankfurt, Germany and Bucharest, Romania. This included developing and managing our strategic business partnerships with BT and T-Systems.

Responsible for overseeing all areas of the business in the call center including IT, HR, Operations, Workforce Management, Training & Quality, and Facilities for our wireless client's program consisting of 400+ employeesP&L Responsibility for the call center with responsibility for $15+ Million in annual revenuesAble to obtain 95% attainment of client goals within 2 months of joining the company and maintained position as a top 5 center in performance across the entire enterprise, which consist of 64 contact centers beginning the 3rd month of employmentReduced annualized attrition by 114% through a multi-pronged plan, which provided soft skill training to all supervisory level employees, new communication vehicles, and the involvement of all levels of the team in the creation of the attrition task force

Increased revenue by $1.7 Million for the existing business after taking over all responsibilities for the wireless business for the site and was awarded an additional $10 Million in business for 2005 based on moving our center from last place in a national ranking for the client to first placeResponsible for the start up of a 200 seat inbound sales program for the largest financial institution in the United StatesIncreased Gross Profit from 14% to 19% during 4th quarter of 2004 with $27+ Million in annual revenueActed as the Site Director whenever the Site Director was out of the office and for a 30-day straight period during mid Dec. 2004 – mid Jan.

Acted as the subject matter expert for the business on Local Number PortabilityDesigned, implemented, and manage a team responsible for providing the work flow for over 500 call center employees in two locationsResponsible for addressing customer concerns escalated to the FCCOversaw all specialty teams related to Local Number Portability including a team responsible for completing all outbound calls to other service providers related to Local Number Portability, a team that handled all executive level escalated issues, and the technical team responsible for resolving system related issues

Responsible for the re-design of the New Hire curriculum, creation of ongoing training workshops, establishment of a Train the Trainer certification for multiple trainers in two locations, creation of metrics to measure the value of ongoing training efforts and centralization of the communication processResponsible for the re-design of the entire quality program, training for the new quality program for both internal and client personnel and the integration of the Training and Quality departmentsResponsible for the recommendation and implementation of two million dollars worth of new technology to enhance the training and quality programs

Responsible for identifying, analyzing and managing all of the training needs for our client’s programs in multiple call center locations. Developed and certified facilitators to deliver a curriculum for training team managers, a curriculum for training consultants returning from a leave of absence and a curriculum for training consultants that handle collection, credit and activation, technical support and telesales callsBuilt and managed relationships with the clients in order to identify possible areas of new business and to assure quality standards were being metServed as subject matter expert and as a gap analysis consultant for OperationsResponsible for the start up of a 600 seat call center in St. Johns NewfoundlandDeveloped and implemented a quality program utilized for overseeing call quality for all consultants working on the program