Responsible 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.

Contracted to provide consulting services for Pearson’s Online Learning Services division in support of a large higher education public university client to create a custom BI dashboard solution for their marketing operations, admissions services, and contact center operations teams. Developed custom reporting and conducted analysis of performance results for an outsourced vendor partner responsible for a high-volume outbound dialer qualification and transfer campaign for the admissions services team. Partnered with the Information Technology and Workforce Management departments to evaluate and optimize internal dialer technology configuration and reporting systems utilized by the admissions services and contact center teams.

Created analytics and reporting solutions for clients and internal business units supporting education, global HR and benefits administration, call center, finance, large enterprise sales, and automotive industries. Utilized data warehouse, data science, and BI software solutions to produce custom analytics tools, dashboards, and reporting applications.Provided consulting services to Fortune 100 clients to define strategic analytics initiatives, design dashboards and data visualization, and to interpret data and deliver formal process and performance analytics and recommendations. Managed projects and acted as central liaison for partnerships with client teams, data engineers, data scientists, and software developers to execute BI application projects according to defined schedules. Facilitated data discovery, requirements elicitation and documentation, process mapping, and user acceptance testing and training programs for product implementations. Managed client relationships for strategic and top-tier accounts. Extracted, compiled, and interpreted raw data. Delivered ad hoc and scheduled analytics presentations with data-driven recommendations to management and C-Level executives focused on process improvement, workforce efficiency, and revenue optimization for clients in the post-secondary education sector.Promoted to Senior after delivering actionable recommendations in 2011 which generated over $870,000 in additional revenue for the company by expanding call center services with existing clients and improving operational efficiency.Partnered with cross-functional teams to develop reporting capability, including an enterprise-wide reporting standardization project to support all clients.

Developed materials and trained the entire customer service call center, including over 100 employees, on Internet-based services. Facilitated regulatory compliance training program for approximately 400 bank employees classified in high-risk areas.Assigned as project lead to document risk analysis and ensure regulatory compliance for all third party web applications.Conducted vulnerability assessment and penetration tests on high-risk areas, performed user and group reviews to identify required process and systems maintenance, analyzed security audit logs, and monitored anti-virus and intrusion detection systems. Promoted to Senior after demonstrating an in-depth knowledge of banking regulations, compliance procedure, card services, products and services, and bank operations procedures.