• Work effectively with global business owners and clients to define project specifications resulting in successful business process implementation• Able to easily and effectively articulate data analysis concepts to all levels of employees and clients including highly technical audiences• Provide consultative support for client relationship management using direct marketing data for analysis on call center operations • Training and daily experience resulting in a high skill level using the COPC and Six Sigma quality management framework methodologies• Proven ability to perform ad-hoc reporting and data analysis on employee key performance indicators as well as contractual client scope of work metrics including quality of service• Develop and implement streamlined solutions for reporting practices used to gain business operational improvement, efficiency and profitability• Capable of taking data from multiple business systems for centralized consolidation of reporting and analysis• System administrator for an employee data warehousing system utilized across global sites • Provide strategic direction for creating custom RightNow Technologies CRM solutions for our Fortune 500 clients.• Configure custom RightNow Technologies CRM solutions for the same Fortune 500 clients.

• Cost-effective management of key performance metrics for multi-million dollar global clients in a constantly changing environment• Provided call center forecasts using various client data and utilized information to design efficient employee schedules to meet demanding client requirements• Approved and processed staffing changes to ensure adequate response to employees and business needs• Real- time direct administration of a staff of over 1,000 global agents and call center supervisors • Communicated business needs to upper management which included alternate ways to implement improvements• Maintained an accurate database of over 1,000 globally located employees in a continually changing workplace• Initiated and executed managerial and operational reports, such as expense and revenue reporting, employee occupancy and utilization, and volume forecasting