This role was tasked with rolling out a pro-active Chat program (service and sales) for the South American office in Guyana. The client is an industry leader in stock photography. Responsibilities included Concept and Design, POC, (proof of concept) as well as operational ramp up. Additional responsibilities to include;• Optimization of Performance • Partner with chat software vendor in creating improvement strategies.• Provide Analytics and reporting to client• Monitoring agent and operational performance and make recommendations on improvement strategies.• Using web analytics to analyze the proactive chat • Review pro-active effectiveness. • Develop scripting

The Director of Contact Center Solutions (“CCS”) is responsible for running the Contact Center Solutions department to include 12 direct reports. This department is accountable for all facets of Workforce Management, Smart Lead Distribution, Do Not Call (DNC), Quality Assurance and Call Center Reporting and all activities related to Call Center Management. The Director is also responsible for the overall management of Workforce Management Analysts, Lead Management Analysts, and CCS Managers / Sr. Managers of CCS. Other responsibilities to include Chat platform management, Partner closely with Marketing team in optimizing conversion rates, cost per lead and cost per enrollment targets, work with Technology teams (Telephony and platforms) to ensure technology solutions are meeting the needs of Operations team.

Inside Sales / Direct Response Director (September 2006 to December 2007) Report to Owner/CEO of this on-line real estate services start up. Responsibilities included designing and implementing an Inbound / Outbound inside sales call center. The primary responsibility of these teams was to convert visitors to our website and those calling various 800 numbers from different affiliate and banner internet ads into appointments for our outside real estate agents.

Report to President of this Eye Care services industry leader. Responsibilities include leading a team of 4 Managers, 250+ internal phone representatives (Inbound and Outbound) in delivering service/best in industry price to retail optical and LASIK customers. Additional responsibilities include creating sales goals, implementing quality and performance metrics, generating forecasts and budgets, establishing a road map for overall success in the Call Center. Additional responsibilities include working with Marketing VP in direct response planning, Internet / Web Coordination and Outsource vendor management. Participate with Executive Management team in making company wide decisions.