Seasoned, results-driven contact center professional with over 20 years of progressive contact center leadership experience across various industries including Travel & Hospitality, Health & Wellness and Financial Services. Experience overseeing all facets of contact center operations including sales, customer service, strategic and capacity planning, workforce management and optimization, talent acquisition, training, distribution/fulfillment, and facilities. Diverse contact center background spans from leading 1,000+ seat contact centers for well-established organizations in the public sector, as well as start-up operations for smaller, privately-owed entrepreneurial companies during their growth periods. Dynamic, innovative, and dedicated team player with solid communication, motivational, and interpersonal skills. Core competencies include:* B2B/B2C Inbound & Outbound Sales and Service* Building high performance, cohesive teams through strong leadership skills and direct employee communication * Managing through influence by embedding mission, vision and values into employee culture to drive engagement * Extensive experience with acquisition, deployment, and utilization of core contact center technology platforms: ACD/IVR - Interactive Intelligence, inContact, Avaya, Cisco, Rockwell; CRM - Salesforce Service Cloud, Service Management; Workforce Optimization - Aspect eWFM, Verint Impact 360, Interaction Optimizer, Monet; Quality Management - NICE, Witness; Digital Signage: Inova Solutions, Interaction Marquee* Increasing efficiency and productivity while reducing costs using the DMAIC process* Working in partnership with Marketing to develop and execute strategies that enhance brand presence and drive customer acquisition, retention and lifetime spendOther Specialties: KPI development & performance management, organizational development, change management, P&L management, talent acquisition & training, vendor/client relations & negotiations