I get stuff done. Highly accomplished, dynamic Customer Service leader with distinguished career leading operations and improvement initiatives to achieve best-in-class customer experiences. Repeated success guiding teams to improve customer satisfaction , reducing costs, and delivering on broad service strategies. Skilled in balancing company’s best interests with customer and employee needs to achieve business goals. Expert leader and coach with proven record of motivating high-performing teams to exceed both personal and organizational objectives. I can help you.AREAS OF EXPERTISE:Broad experience with logistics and transportation related functionsRecent experience in healthcare supporting covid related effortsExperience with traditional and virtual call center automation techniques, software, tools and processes.Working knowledge of call center workforce management and network routing technologiesThorough understanding of call recording and evaluation software and databases. Knowledge of NICE and ENKATA systems in particular Ability to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities Virtual call center deployment and five years of virtual management experience Strong PC knowledge including MS Office(Word, Excel, PowerPoint, Outlook, Lync).Forward-thinking, detail-oriented and able to manage multiple tasks.Actively involved with internal employee development and progression thru Aspire, LEAP and team lead assignmentsExcellent communication (verbal and written) and group presentation skills.Ability to manage special project assignments while also overseeing the day-to-day operations of the call center.Excellent interpersonal, communication and consulting skills with all levels of employees, including C-level management.Ability to prioritize responsibilities, multitask and produce both individual-personal and team results.