Recruited to lead the CareTech Service-Desk line-of-business after acquisition by HTC Global Solutions. Primarily provided clinical and technical support to major hospital systems nationwide. As the senior leader of the Division, led and transformed the entire 600+ person division from a significant negative margin into a profit center over the course of 7 months. Redesigned and streamlined the entire customer support organization to drive efficiencies and restore customer satisfaction. Re-imagined the rolls of Quality, Client Relations, Knowledge Management, New Client Implementation, Data Analytics & Reporting, and Training teams, and created synergies between and across all functions.  Led a major call center telephony upgrade, including call routing, WFM and QA systems, while executing a new workforce management strategy.

Provided executive hands-on leadership of the customer loyalty and retention channel for over a third of the company. Implemented new strategies to foster customer and employee retention by analyzing data and fostering human insight. Delivered outstanding results while leading through dramatic change from multiple acquisitions, coupled with uncertainty driven by the spin-off of the local region. Consolidated retention operations and expanded from 50 to 600 employees. Drove 42% improvement in Customer Retention. Exceeded Retained Revenue and unit goals consistently, re-establishing every new monthly high-water-mark nationwide for nearly 3 years.  Led the nation’s 13 centers in Quality and customer satisfaction scores 30 consecutive months, even as standards grew more challenging. Created the compensation plans used nationwide and collaborated with Marketing, Sales, Customer Service, Finance, MIS, and Senior executives to develop and lead company-wide cross-functional customer loyalty initiatives from concept to implementation, including pilot programs.  Developed and promoted well over 100 people – internally and to other areas in the company.

Promoted from Director, Customer Retention to reorganize and direct a 400 seat call center, creatively integrating customer retention, billing and repair functional teams. Cross-functionally developed and implemented customer retention strategies that reduced churn by 30%, and generated $18 million in bottom-line revenue growth.  Reorganized, staffed and re-built the struggling 150-member Billing group into a solidly performing, structured team of 300.  Developed team leaders capable of doubling unit sales YOY, with consistently record-breaking months. Drove operational and process improvements to standardize and streamline operations.

Hired to build the Customer Retention Team for the Michigan Area. Developed and implemented strategies that reduced churn by 30%, and generated significant bottom-line revenue growth. > Created and fostered the vision for outstanding customer retention and churn reduction.> Led the team and collaborated with multiple functional areas including Marketing, Finance, Billing, Repair and HR to create the initial customer retention strategies for Michigan customers. > Developed and managed initial key performance indicators.> Managed call center productivity metrics to consistently exceed expectations, while driving continuously improving churn results.

Senior sales leader driving all aspects of the quota-based retail sales force of 30 across 5 retail locations including motivation, direction, management. Also developed a sales training program.

Top B2B telephony Sales Executive in Michigan with 145% to over 270% quota attainment every month.