• Managed employee development functions for 24 associates. Managed day-today operations, implemented staff changes, evaluated performance, monitored progress and set performance goals that resulted in improved morale and increased tenure of employees.• Interpreted, and summarized data and trends from numerous logs, systems, applications, and reports (e.g., data logs, queue data, and hold and talk time reports) • Identified discrepancies and trends and clearly outlined findings • Developed actionable metrics for departmental managers that involved Operator productivity, compliance, and overall efficiency resulting in decreased errors.• Identified trends in data and presented 3-4 action plans to leadership teams weekly.• Researched and identified causes and trends that related to problematic issues and SLA’s weekly.

• Led a team of 16 employees in providing exceptional teleconferencing and web services to customers, vendors, internal clients• Scheduled conferences and employee assignments via Tesla and ACSS scheduling software• Developed and managed conference planning for highest revenue clients• Handled difficult/escalated calls from clients by identifying the problem and taking corrective actions for final resolutions• Led conference calls/Web seminars• Handled employee performance management, feedback and coaching sessions• Wrote and delivered yearly performance reviews, training for equipment and protocol updates, and professional development of employees• Identified and interviewed new hire candidates and assisted with internal promotion interviews• Facilitated training program for 6 mentors who worked with new associates on product knowledge.• Conducted 3-4 mentoring periods each year which lasted anywhere from 3 to 6 weeks.• Selected as liaison between PGi and Peak Pro Staffing to make sure that all employees followed the same guidelines

• Connected people globally via conference calls and web presentations.• Prepared and executed training sessions, online university classes, meetings and press events via teleconference• Managed same-day schedule using Workforce Management software, accommodating complex call and staff requirements, role assignments, staff allocation, staff outages and special call/scheduling requests.• Analyzed historical call volume and traffic patterns to forecast future staffing requirements.• Ensured entire staff adhered to details of client’s stringent Service Level Agreements