Built, led, and provided the strategy for a team of compliance managersand analysts. Ensured alignment to corporate security and compliancestandards and policies. Developed and managed audit controls to provideassurance of call center supplier compliance to contractual obligations.Designed and implemented first ever set of audit controls to minimizeexposure of risk from the off-boarding of call center vendor employeesfrom the AT&T program reducing the cycle time from 3 days to 2 hours.Directed the development, training, execution, and benchmarking of thewatermark process to prevent costly fraud types.Conducted first ever vendor survey benchmarking AT&T systems andpractices against client portfolios across call center suppliers to developoperational efficiencies and stronger Strategic Partnerships withsuppliers.Developed first ever pricing concession for supplier reps to encourage100% adoption of AT&T mobile services across outsourced call centerssupporting AT&T customers; Built financial business models to assesscost/value; communicated to leadership weekly to ensure alignment tocorporate strategy.

Develop and manage audit controls to provide assurance of call center supplier compliance to contractual obligations. Execute short and long term workforce strategy designed to improve customer experience while optimizing cost efficiency. Oversee payment and audit processes over supplier base. -Designed and implemented first ever set of audit controls to minimize exposure of risk from the off-boarding of call center vendor employees from the AT&T program-Developed innovative system for fraud reimbursement resulting in over $1.6M loss recovery within 6 months-Conducted first ever vendor survey benchmarking AT&T systems and practices against client portfolios across call center suppliers to develop operational efficiencies and stronger Strategic Partnerships with suppliers-Developed first ever Mobility pricing concession for supplier reps to encourage 100% adoption of AT&T mobile services across outsourced call centers supporting AT&T customers; Built financial business model to assess cost/value

Manage the performance of vendors to drive compliance to corporate objectives while leveraging the expertise of cross-functional teams. Strong communication and interpersonal skills. -Pull ad hoc reports to measure vendor's performance to customer satisfaction metrics, staffing, attrition/ retention, sales, availability, hold, after call work, average handle time, repeat calls, transfer rate, and occupancy; -Identify gaps through root cause analysis and develop action plans to close the gaps and improve processes.-Provide direction to site leadership-Create and foster a site culture to better achieve metric performance

Effectively develop industry standards and processes through effective lobbying and relationship building at industry forums, communicate industry decisions and impacts to internal Sprint teams, and utilize Sprint’s tools to resolve internal and external customer issues. •Co-chair of the MBI Oversight Council for 2003-2004, co-chair of LNPA PIM 51 Subcommittee 2005, Treasurer of the MBI Oversight LLC 2002-2003 and Project Executive for 2003-2004Regulatory Engineer: Subject matter expert for regulatory issues•Guest speaker at CTIA’s wireless network pooling conference•Representative for North American Portability Management, LLC 2004-2005

Project Manager: Lead meetings to drive the resolution of customer impacting issues and developed processes and procedures for implementing portability in the network. Project managed the FCC BonaFide Request process•Received Sprint Values Excellence award 2002•Collaborated with key members of the network, IT, numbering, customer service, and marketing teams to develop Sprint’s positions on regulatory matters and argued in support of those positions at state, federal, and industry regulatory meetingsAssociate Engineer: Managed the testing of new NXXs, launch of new switches. Managed the reallocation of 2,344,700 prepaid numbers