Norco is the nation’s largest privately owned medical, and industrial gas supplier. As a durable medical equipment (DME) provider, Norco Medical supports oxygen, and sleep therapies such as CPAP, BiPAP, and ASV.●Managed day-to-day operations of assigned programs with a team of 40+ specialized staff, focusing on delivering optimal service to both patients and medical professionals.●Oversaw the design and implementation of workforce optimization tools and forecasting models derived from CCaaS inputs to enhance contact center operations and efficiency.●Provided leadership and cross-functional team management for projects related to medical branch integrations, knowledge base, and quality assurance programs●Responsible for hiring, training, mentoring, and developing team members to improve customer experience and contact center operational metrics.● Developed process improvement tools, procedures, and training programs.● Enforced HIPPA and patient PHI training and compliance

SaaS solutions to support client contact center operations internally, via a business process outsourcer (BPO) or both. Zoho CRM interconnected with Five9 CSaaS, and Dial Pad UCaaS, for custom workforce management and operations software solutions.● Orchestrated operations for a 120-seat, $4M revenue sales and customer service contact center● Sold and managed high-profile accounts, contributing to 23% of sales revenues.● Steered recruitment, and professional development initiatives, ensuring alignment with strategic goals.● Oversaw human resources, payroll, benefits administration, recruiting, and development● Trained, developed, certified, and led call center supervisors and quality assurance staff● Managed day-to-day unit operations and key performance metrics

PepsiCo Beverages North America (PBNA) is one of the largest beverage companies in North America today, generating more than $22 billion net revenue in 2020.● Steered sales strategies for key large-volume locations, securing premium display spaces and boosting year-over-year sales by over 6%.● Fostered strong relationships with top-tier customers such as Walmart and Kroger, resulting in $1.25M in additional revenue.