Pioneered the launch and continued management of the business. Serves as a trusted advisor and subject matter expert, providing guidance and direction to organizations seeking to build world-class service delivery teams and customer experience strategies.Leveraged expertise in operations, customer experience, and processes to help a BPO build a plan that led to a $50M multi-year transformation engagement with an Energy corporation.Worked with a large telecommunications company to transform how it measures and executes customer outcome / value delivery.

Leads vision, strategy, and execution for all facets of customer care, support, fulfillment, and sales for more than 21 million clients worldwide on behalf of this internet domain registrar, web hosting, and commerce company. Designs and executes the global contact center strategy to continually meet and exceed customer expectations. Orchestrates the operations of the PMO, technology solutions, and workforce management teams to ensure the overall quality of the sales and service experience in a challenging and highly competitive industry. Valued as a top contributor capable of bringing together teams to foster problem solving and optimal outcomes.Outstanding results, improving NPS scores from 45 to over 70 over the course of one year.Credited for enhancing customer experience, leading to a >$15M YOY cost reduction.Managed the fulfillment Do-It-For-You (DIFY) services team through the transformation of a $100M business unit from 30% Contribution Margin to 50%+.

Fulfilled a critical role leading customer-facing operations throughout North America for this provider of electricity, natural gas and home services. Innovated and executed strategies to deliver exceptional customer experiences to more than 3 million B2C and B2B accounts. Responsible for the success of sales, retention, collections, and support operations across 10 locations. Hired to unify the sales and operations strategy across multiple verticals.Delivered continual improvements to the employee and customer experience by collaborating across domestic and international department lines to innovate groundbreaking technology and process solutions.Cultivated an environment of professional support, leading to top tier employee engagement scores for three consecutive years. Positioned the company to win multiple Best Places to Work awards.Successfully increased customer NPS from 25 to more than 40 while lowering costs by 22%.Bolstered sales to surpass revenue goals by 40% in 2013 and 2014. Served as the architect of a cross-selling initiative that produced more than 100,000 revenue-generating products and services.

Executed BPO engagements with clients across the Healthcare, Financial, Communications, Technology, Hospitality, and Entertainment industries, including Verizon, Sony, and T-Mobile. Directed as many as 2500 employees in North America, Central America, and Asia sustaining up to $140M in revenue.Coordinated and led strategic initiatives to spark improvements in revenue, profit, customer experience, and employee engagement.Recognized for revolutionizing the performance of a $70M business unit, skyrocketing to more than $100M in two years.

Responsible for all customer operations, with three locations, supporting the COX Middle America region with customers in TX, AR, and LA. Migrated over 50 small facility sales & service call centers into one centralized call center for a three-state region, resulting in 10%+ efficiency improvement and customer experience improvement.Coordinated organizational and procedural changes that greatly improved cultural aspects of call center.

Director of Sales AT&T Wireless Plano, TX Responsible for executing corporate sales, support, and operations strategies with a remit to deliver over 1M new customer enrollments each year. Eight contact centers, 2 insourced and 6 outsourced, located throughout North America and representing 2,500 front line agents. Created a highly engaged and performance based culture across all locations. Generated over 1.1M new subscribers in 2004 exceeding sales objective by 10%Improved sales execution strategies that improved conversion rate 10%Director Project Management and Procurement Englewood, CO Responsible for all third party contracts and project management within the call center organization. Coordinated business needs and requirements with third party contracted services. Led a project management team to implement and measure the third party initiatives across the organization.Successfully negotiated $500M contract to outsource 3,000 call center positionsConsolidated and optimized several outsource agreements saving the organization over $8MDirector, Call Center Operations AT&T Broadband Englewood, CO Establish company-wide corporate sales and customer-care strategy. Manage all call center activities including sales, repair, billing, third party verification, order management, and provisioning. $80M budget.Improved Conversion rates by 5% through sales culture training initiativesLowered costs from 80M to 60M through process improvement and efficiencies.Director, Provisioning Operations AT&T Local Services Englewood, CO Create and implement market entry processes for small business local provisioning. Manage team of up to 100 production agents and 5 Managers. Designed operations requirements for UNE-P local market entry.Designed industry defining provisioning process that was implemented by several CLECs and RBOCs.Cut provisioning cycle time from 10 days to 5 days through process improvement.

Managed and organized all call center planning and execution for 500 seat inbound and outbound call center with a $25M budget. Coordinated staffing, hiring, training, call allocation, budget, contests, and commission plans. Responsible for multiple market sales and service segments including Small Business, High End Consumer, In Language, affinity partners, retail support, and Premier Financial Services. Up to eight direct reports and responsible for 700 employees. Developed new compensation plan increasing sales in customer service by 20%.Honored as MCI Mass Market’s top 1% leadership award in 1992, 1996 and 1997.Awarded top service and sales team of the year in 1996 by exceeding call handle plan 110% and sales plan 130%.Reduced cost per call 27% through quality and process improvement initiatives.Awarded top sales center of the year 2 years in a row.Exceeded sales plan 18 months in a row averaging 112% of plan.Decreased employee turnover from 27% to 10%.Honored with 9 MCI Mass Markets Circle of Excellence awards.Launched 3 new affinity sales programs and exceeded sales plan by 30%.