Manage the relationship and performance of outsourced business partner contact centers covering the customer lifecycle with multiple lines of business.

Organize and direct call center staff, assessing overall performance for promoting the growth of the company’s business. Manage the day to day operations of the Support Center, overseeing both internal and outsourced performance. • Oversee hiring of call center agents, supervisors and trainers. • Manage performance relationships with BPOs. • Create and foster strong team culture, resulting in positive outputs such as 10%+ month-over-month conversion rates. • Create and implement new standard operating process and procedures. • Manage workforce duties, such as forecasting, managing staffing needs, real time monitoring and implementing workforce management tool. • Inspect and mitigate company’s operational risks, ensuring maintaining compliance. • Create and manage Key Performance Metrics while devising processes to keep staff motivated. • Introduce a Quality Assurance process and procedure to review accuracy, customer satisfaction and regulatory compliance of customer contacts. • Present performance business reviews to senior leadership staff, including C-Suite executives. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Manage an omnichannel call center training program for multiple sites with various clients. Created improvement on training performance and retention rate. Reduced risk and attrition rates quarter over quarter while improving Key Performance Indicators by introducing new goals and measurements to training leadership staff. • Grew team from seven to fifteen Trainers and three Supervisors with five to eight new hire classes ongoing each month. • Organized, maintained and implemented client expectations for continuous education development of 500+ full time existing employees on a monthly basis. • Reduced training attrition 12% to 16% and maintained it quarterly. • Increased training checkpoint assessment performance by 10% class over class. • Performance managed team to move to the top five outsourced training departments in the enterprise and increase key performance indicator metrics 3% to 8% month over month. • Created development action plans for direct reports. • Implemented new standard operating procedures regarding attendance, performance and team development.

Successfully overseeing the day-to-day performance of outsourced call center for large telecommunication corporation; including managing progress of Key Performance Indicators, staffing retention, employee leadership of fourteen direct reports serving a total of 200+ employees while coordinating strong client engagement. • By creating and implementing new processes, drove site performance from 15th on the monthly stack rank to Top 5 for months concurrently. • Drove new staff engagement procedures and recognition plans, reducing program attrition rate by 10% month-over-month, allowing for all time annual low for 2018.• Sustain business profitability by meeting or exceeding Pay For Performance client goals month-over-month thus creating record staff bonuses and increased morale. • Improved customer satisfaction survey results by implementing new coaching and development processes.

Oversee and direct execution of product delivery services across all product lines. Serve as a sole liaison between the operations department and client services, while directly interfacing with clients during status updates and performance projections.• Act as the operation’s primary point of contact with over a dozen of clients creating growth and renewed business opportunities. • Streamlined organizational communication to outsourced vendors to ensure client deadlines are met creating profitable margins reflected on quarterly reviews. • Increased efficiencies by successfully purposing new methods of product delivery to multiple clients, increasing client satisfaction and productivity.• Provided clients weekly performance updates, including targets met, on pace or at risk while coordinating plans to reduce risk.

Supported performance of third party vendor centers contracted to support AT&T and DirecTV sales, retention and customer service lines of business. Acted as the primary point of contact for four to eight contact centers ensuring performance is met and contractional statement of work is being executed. • Created and implemented new training and operational plans to take assigned failing sites to top of the scorecard ranking in sales conversion and customer retention metrics. • Oversaw the implementation of new lines of business to vendor call center sites ensuring they met goals for a successful first quarter trail period. • Partnering with vendor sites on performance resulting increasing conversion rates by minimum of 25% during my assignment with them. • Create training material, implement new trainings and up call flow scripts to increase sales conversion rates.