Chief Operating Officer
Channel Services Group (Csg)
Manage a team of professionals who support large technology companies in thier efforts to drive revenues, loyalty, and enagagement through thier indirect reseller channels.• Directly responsible for operations of the company – reporting to CEO/Owner.• Full P & L responsibility from managing operating budgeting to execution. • Included multiple staffing locations foreign & domestic. Including opening one new international & several domestic locations• Led Sales, Project Management, Application Development, IT and Database departments. • Collaborated with Project Managers and Clients to determine project KPI’s and employee performance metrics. • Managed the Development Infrastructure to support and manage employee development, effective feedback conversations, performance improvement plans, and employee trainings.• Development & Rollout of several software enhancements as well as new systems that allowed us to cut staffing costs by 20% while improving overall customer satisfaction and staff performance.• Developed a suite of system tools that allowed us to move from fixed locations to remote work stations and work from home. Reducing fixed costs and eliminating the need to build out additional operation centers. • Organizational team included, one Director of Call Center Operations, two Call Center Site Managers, three Call Center Production Supervisors (Vendors), one Program Strategist, two Senior Program Managers, seven Program Managers, two Remedy Software Developers, one IT Manager, one Database/Reporting Services Developer,