Leader of leaders with 19 years of experience in Global Contact Centers and Business Process Outsourcing for in-house and outsourced services. Accomplished in providing bar-raising performance in the areas of quality, associate retention, productivity and key process indicators. A thought leader for coaching and development, organizational development, employee relations and engagement. Performs executive responsibilities in the absence of the Executive Leaders. Highly capable to handle escalated matters involving executive interaction, business continuity issues, workplace emergencies, senior leadership coaching and guidance, and overall interruption of business operations.