20+ years of multi-cultural Customer Service and Leadership experience has allowed me to develop a well-rounded skill set related to all facets of providing a world class customer experience, operating efficiently and achieving or exceeding Company targets. Leadership– develop team vision and mission to deliver on company priorities. Proven experience in understanding and motivating a culturally diverse workforce to deliver outstanding experiences with internal and external customers.Strategy – exploration and creativity to prove and implement multi $M cost savings resulting from call in rate reduction, quality improvements and improved knowledge management. Managed IVR development, call routing and self serve utilization.Workforce Management – keen understanding of force to load staffing, planning and intraday management to achieve service levels for phone, offline and chat customer interactions. Directed the evolution of a 24x7 National Command Center supporting 35M+ lines of service. Contact Center Operations – experienced bi-lingual supervisor with a proven track record of effectively coaching customer interactions to drive improvements in NPS quality scores, improved revenue generation and efficient call handling. Highly familiar with call center technologies, technical support and systems implementations.Strategic Partnerships– participated in national transformational cost improvements by leveraging partner execution through onsite management and new partner implementations. Understand intricacies of partner relationships and how to drive quality approaching internal levels.