Lead a team of 32, across 5 locations, while overseeing day-to-day operations for employee relations, recruiting, policy and process revision, vendor management, customer retention and support, and sales. This includes full P&L responsibility $8.6M in annual revenue.• Stepped into a struggling company then developed and implemented a turnaround strategy that returned the organization to overall profitability in 7 months.• Provided mentoring and coaching that enabled site leaders to independently make business decisions that positively impacted the company.• Designed and implemented an automated process for client acquisition and service upgrades that reduced backlogs.

Led a team of 106, with 22 direct reports, while overseeing the day-to-day operations in the areas of sales, policy development, reporting, customer service, and employee development. This included holding full P&L responsibility for $17.2M in annual revenue. • Drove a change to the corporate culture that broke down silos between business units and helped the company to operate as a coherent unit.• Collaborated with technical team and CEO to design and implement a program to upgrade capital equipment.• Facilitated a strategy and roadmap that enabled ~12 acquired companies to transition to the technology platforms used by Newtek Business Services (the parent company).

Led a team of 160, with 12 direct reports, for inside sales that responded to inbound sales inquiries, as well as conducted outbound sales activities. This included process revision, reducing turnover, and creating a and results driven culture. • Oversaw new project implementation, training process revision, and bridging the gap between the marketing, IT, and production teams. • Created a new reporting structure that tracked close ratio for phone representatives as well as marketing channels (i.e., television, web, and other forms of media).

Provided operational support and guidance for 3 divisions consisting of 280 FTEs, with 18 direct reports that were responsible for running call center operations. • Spearheaded efforts focused on improved hiring and training, compensation strategy, process improvement, policy revision, team building and employee review guidelines.• Provided cost control suggestions to make various programs more profitable and assisted with PACE certification audit and record keeping process.

Oversee and remotely manage operations in 2 international and 1 local call center. I assembled and provided operational data analysis for performance, staffing, cost control, KPIs and consumer contact strategies. I also redesigned and implemented a more efficient, telecommunication architecture that reduced our cost per call, increased consumer contacts and greatly improved revenue. I had daily client contact to ensure seamless communication with internal operations.I also assisted with the launch of several new projects, site build-outs, process improvement and contact strategies that were not under my direct supervision.