• Revitalized every facet of the Customer Service Call Center, spearheading operations across both international and domestic centers• Employed a servant leadership approach to meticulously oversee and enhance the performance of supervisors and customer service agents, enhancing customer satisfaction scores, team synergy, and individual development.• Conducted a comprehensive analysis of existing IVR workflows. identifying pain points and areas of improvement. Collaborated with cross-functional teams to gather requirements and ensure alignment.Conceptualized, organized, and executed projects from inception to completion, ensuring seamless implementation• managed and optimized Inbound customer Service communication channels by proficiently overseeing the implementation and use of InContact telephony system.• Orchestrated and navigated the intricacies of the company buyout, overseeing a seamless transition that involved aligning organizational strategies, integrating systems and processes, and facilitating effective communication across teams.• Strategically planned and collaborated with key stakeholders to ensure minimal disruption and optimal performance during this transformative period

• Guided, mentored, and expanded a team of remote sales and Customer service agents, consistently surpassing revenue expectations with an average of 130% achievement.• Formulated internal performance benchmarks and crafted comprehensive quality control metrics to ensure continuous improvement and excellence in customer service.• Pioneered the introduction of a lucrative revenue stream, driving its successful adoption and contributing significantly to the company's overall growth• Engaged in cross-functional partnerships with various departments, fostering seamless collaboration and synergistic efforts• Collaborated with key stakeholders to orchestrate the successful implementation of cutting-edge software solutions• Cultivated a collaborative team culture, fostering both collective synergy and individual growth.Successfully managed and optimized outbound and Inbound customer communication channels by proficiently overseeing InContact and Purecloud Telephony systems.

• Led end-to-end operations of a dynamic Call Center, overseeing a team of 250 skilled Supervisors, Customer Service and Sales Agents, ensuring seamless performance across all functions.• Implemented Speech Analytics and Robotic Process Automation (RPA) solutions, resulting in a 25% reduction in call times, enhancing operational efficiency and customer satisfaction• Optimized call center efficiency, achieving a remarkable 200% increase in call volume by strategically managing Five9 and Incontact Telephony systems.• Engineered advanced quality monitoring and evaluation systems for both inbound and outbound sales and customer service agents, enhancing overall performance and ensuring exceptional customer service standards.• Designed and implemented a robust performance tracking system, providing real-time monitoring and comprehensive analysis of agent performance on a daily, monthly, and yearly basis.• Successfully coached and mentored a cohort of 20 agents, fostering their professional growth and development, resulting in their progression into managerial roles within the organization.• Spearheaded the establishment of a secondary customer service call center in Texas. expanding the company's operational footprint and enhancing customer support capabilities.• Managed the effective utilization of Salesforce a leading customer relationship platform.