Experienced sales, marketing and management professional with more than 40+ years working with the Call Centre and Customer Experience industry throughout North and South America, the Caribbean and the Middle East. Expertise includes assessments, audits, strategic planning, and operational management that is both efficient and effective. I am proficient in improving customer service levels and financial, personnel, and operational management. Knowledgeable about telephony and technical equipment, tools and systems specific to the contact centre industry. Skilled at developing and executing sales and marketing programs. Client groups serviced include technology firms, financial services, telecommunications, publishing, industrial/utility services and non-profit organizations.Specialties: Developing a clear, concise strategic view of the demands and capacity of the organization. This enables accurate forecasting, staffing resources, financial operations, budgeting, quality assurance, and recruiting. Infrastructure and equipment requirements, acquisition and operation. Outsourcing, in-sourcing (in-house) or co-sourcing requirements, methods and decisions. Process identification, analysis, synthesis, monitoring and re-engineering. All this increases Annual revenue growth within the client organization.
Listed skills include Crm, Strategy, Outsourcing, Call Center, and 46 others.
