• Manage a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, agent scheduling and local intraday workforce management• Drive the business proficiently; monitor all agents skills, talk times, after call work, hold times, excessive break times, time spent in projects and training, and minimize its use, covering over 700 agents in 2 calls centers, lowering overall aux usage by 8%, lowering costs by over $1MM YTY.• Communicated daily with site leadership on issues critical to operation, and implemented improvements to better site performance, primarily focusing on abandon rates, CSC metrics and retention/attrition.• Assisted in the acquisition, hiring, training, and managing of staff for a 3rd call center in Toronto, Ontario in the fourth Q 2014, as well as setting up all SOPs (standard operating procedures) • Trained new hires in RC, identified their strengths, and implemented methods in which the department could capitalize on those strengths, leading to stronger reporting accuracy and timeliness• Was a primary factor in helping the Queens Resource Department attain first place throughout all RC’s in the company, for YR2013; meeting and exceeding all metrics including reporting accuracy, database accuracy, aux usage, CSAT scores and AHT• Performed regular intersystem audits to ensure data accuracy, and facilitated the forecasting of call levels for proper staffing; maintained strict ET guidelines to streamline costs to meet daily/weekly/monthly service and payroll goals• Created new hire tickets, facilitated new hire team assignments, schedule changes, time off requests in a timely manner, with 100% accuracy• Successfully read, interpret, enforce and follow business rules and policies in an ever changing work environment, with a high level of work/time discipline, accuracy, initiative and teamwork

• Provide world class customer service, as well as accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations• Consistently met and exceeded all delivery, technical, productivity and QA goals• Performed all work-related tasks, including escalation of issues, in a manner that is in compliance with all Dish values, policies and procedures• Effectively worked with peers and management to meet and exceed sales goals on a consistent basis• Provide quality customer support service through one-call resolution to establish long-term customer retention

• Handle, diagnose, repair and refinish 50-200 timepieces per week• Schedule new/existing client meetings daily, via phone or in the field, to procure new work or deliver completed work• Provide pricing information for varying types of services, as well as cost of parts and labor estimates per job• Manage inventory, keep accurate records, and return unused and failed parts promptly to distributors• Provide sales support by maintaining close working relationships with our clients to ensure expectations are met and timepiece repairs are handled as planned and in a timely manner• Handle day to day book keeping and invoicing, as well as respond to customer inquiries in written form, in person, or via telephone/email as needed by the client

Take 2 Interactive, Rockstar Games

• Worked on all national television including network, cable, syndication, sports and kids dayparts• Implemented and maintained television advertising purchases in excess of $500MM per year• Created broadcast schedules that met reach, frequency, and cost goals• Ensured delivery of clients’ television contracts by negotiating audience deficiency packages• Negotiated make good packages/upgrades• Created stewardship reports, post-analysis reports, CPM analysis reports, commercial rotation reports, pod/positioning reports• Negotiated & analyzed upfront/scatter plans• Trained/supervised new employees

• Handled all aspects of invoice payment, including entry into database and invoice matching• Ensured processing of network invoices on a monthly basis, and handled all customer service requests• Produced monthly, quarterly, and year-to-date analysis reports tracking spending vs. budget for accounting department• Collaborated with media buying department, billing department, and network sales executives to resolve invoice discrepancies and other product pricing issues