Accomplished customer service and sales executive with over 27 years of progressive leadership experience in call centers and contact center operations. I help organizations drive sales growth, retain customers, and improve customer satisfaction while fostering a culture of coaching excellence and individual/team development to achieve customer success. Proficient in workforce management, budgeting, and managing the P&L for a $122 million business unit, ensuring optimal resource allocation and financial responsibility. As a Vice President Customer Service Strategy and Customer Service Operations, I prioritize building high-performance teams through individual and organizational accountability, investing in individual and team development while utilizing effective performance management. I excel at cultivating operational excellence to achieve vital call center operations objectives and service level agreements (SLAs). Skilled at evaluating and refining service delivery strategies to consistently deliver exceptional customer experience, drive digital first contact share, and manage performance KPIs such as First Call Resolution (FCR), Quality Assurance Behaviors, Sales and Revenue growth, and Net Promoter Score.I foster collaboration and cultivate cross-functional teamwork to design and execute strategies that streamline operations management and improve customer satisfaction. I am adept at analyzing enterprise-level business intelligence to solve problems, influence decision-making, and identify business process improvement opportunities.Dedicated to creating a positive, inclusive organizational climate and fostering a supportive culture based on participation, trust, and candor. I am skilled in leading organizational change initiatives and enhancing employee engagement. My leadership style is focused on inspiring esprit de corps, facilitating teamwork, and instilling a sense of purpose within the team. I leverage effective communication to align leadership, strategy, and culture with desired results and nurture values that support the organization's mission and vision.