Faye Cooley-Healy Email and Phone Number

Led a management team overseeing 7x24 operations of 6 audio, web and video conferencing centers and 400 employees sited worldwide. The centers supported a global customer base in 11 languages that generated annual revenues in excess of $400M.*Conferencing centers handled in excess of 2M calls monthly with and incident rate of 2%.*Implemented and managed worldwide disaster recovery/business continuity plan in 2008 when an Iowa conferencing center was evacuated due to flood. Deployed a remote satellite call center within 72 hours of mandatory evacuation all with zero customer impact.*Relocated EMEA operations to european corporate headquarters resulting in over $2M in annual savings.and zero customer impact

Provided vision and direction for fMCI Telecommunications Relay Services division including marketing and outreach programs, finance, state contract compliance and operations representation on all regulatory issues. Managed operations of 7 global relay call centers and 8 video relay centers and 1500 employees. Call centers provided telecommunication service for the deaf through IP, and tele relay devices including sign language translation via video services. ** Implemented schedule adherence tools, goals and reporting resulting in 12% gain in productivity in first 60 days**Recruited and trained two call center directors**Fast tracked into Global Operations Director for Conference Services

Call Center Director responsible for providing first, second and third level customer service, soft collections, technical service and customer relations to MCI's small business base. Provided overall direction, including strategic planning and implementation of key sales and service strategies to exceed corporate productivity, sales, product mix, customer churn and quality goals.*Ranked in top three customer service centers each year and highest customer satisfaction rating of any center in 2005*Managed $25M annual budget under plan every month of every year*Implemented executive escalation team that decreased second level aba's by 47%*Coordinated successful outsourcing of all small business back office and call center support functions