I am a customer experience advocate with over 20 years of experience in client experience, call center management, and technical support, with a focus on customer retention and recurring revenue.I've been the strategic and operational leader in multiple organizations servicing Fortune 100 Companies as well as small to mid-sized businesses. My primary focus is driving measurable results through a combination of strategic initiative and operational effectiveness. I have extensive experience in managing multi-location, multi-national teams and have worked in the BPO and captive call center arena.My successes have included double-digit revenue growth and increased customer satisfaction in nearly every organization in which I have taken a leadership role. I am comfortable with technology and have been a key contributor and leader for company-wide implementations that include CRM, Telephony, Knowledge Management, eCommerce, Chat and Predictive Analytics.Specialties: Client Experience, Call Center Management, Client Relations, Net Promoter Score, Technical Support, Knowledge Management, CRM, SaaS and Maintenance Models, ITSM, Program Management, Analytics, Sales/Service Chat