Chief Operating Officer
CurrentResponsible for overseeing the contact center Operations and Support functional teams, including the Analytics and Business Insights, Workforce Management, Quality Assurance, Technology, Information Security & Compliance, and Project Management departments. Contributed to sustained year-over-year annual revenue and net profit margin growth by supporting new business development, driving organic growth with existing client partners, and improving operational efficiencies, producing a nearly 200% increase in annual revenues and a 74% increase in net profit margin over five years. Managed financial analytics functions, including budgeting and forecasting, pricing, and client contracts, including summary reporting for C-level executive and advisory board members. Created and developed the Workforce Management department for the contact center including capacity planning and forecasting processes for staff scheduling optimization. Created and deployed a custom Business Insights reporting capability and revised the overall approach to analytics services for client partnerships, including consultative analytics and data-driven recommendations delivered at weekly and monthly business reviews with all client partners.Developed and implemented an enterprise-wide standard Quality Assurance program and deployed customized iterations of the program for all client partnerships. Managed the successful implementation and migration to a new telephony platform solution with Five9, including configuration and administration support to transition existing clients. Launched a fully hosted virtual desktop infrastructure solution with a third-party partnership to bolster the organizations continued focus on supporting a majority remote operational model and enhanced security infrastructure.
