• Provides executive level leadership, learning development and performance management for both local and international call centers.• Design, implement and oversee sales, customer service and leadership development programs, daily call center operations and software updates.• Improved to-floor time by 50% through restructuring the agent sales and customer service training programs.• Reduced attrition by 40% using a redesigned recruiting process and implementing assessment- based e-learning and training opportunities as well as pay-for-performance evaluation system.

• Responsible for the training and development programs for over 2,300 associates worldwide that are comprised of cross-functional groups.• Introduced and incorporated webinars and new technologies, improved processes and reduced costs and increased efficiency and productivity.• Lowered training cost by 40% with the implementation of e-learning programs including product knowledge, safety and regulatory compliance.• Integrated organizational charting system decreasing update time from three days to 30 minutes and led roll-out of performance management system.• Reduced training time by 50%, saved over $100K annually and improved productivity through a new on-boarding process, online orientation, 360-degree assessments and succession planning.• Launched a new HRIS (Oracle) – the first ERP implementation company-wide.

• Provide instruction to students by facilitating interactive and active learning techniques and partnering with students during presentations/practicums.• Developed and executing a comprehensive workshop on Facilitation skills for Human Resource Development professionals and the HRD Executive Program.