Providing support through training, coaching, data analysis, call reviews and product knowledge to drive sales conversions. Products include DIRECTV, AT&T, ADT, VIVINT, Xfinity Home Security, Duke Residential Services, American Water Resources, Best Buy Total Tech Support, Liberty Mutual Home, Renter and Auto Insurance, etc.

Driving contact centers to exceed goals in sales, customer service and efficiency. On site training, coaching, call review, analytic review and guidance. Successful track record in leading teams to exceed goals and expectations. Current client; Bridgevine, Inc.

Dashub, Inc. is a licensed Florida Auto Dealer offering consumers the ability to purchase vehicles at nationwide auctions (Copart, IAAI and Manheim) for wholesale prices and delivering the vehicle to their location anywhere in the world and handling all title documentation. Responsible for the complete operations for a start up company in the Automotive Industry.• Initially joined the team to drive sales and ancillary programs and have since also taken over the following departments; Customer Service, Transportation, Title, Human Resources and Vendor relations.• Provides strategic leadership focus for the growth and profitability of all departments setting records in sales conversions, revenues on all product lines, customer satisfaction, and completion time frames. • Work closely with Marketing, IT and Legal departments in the continual development of our web site, CRM, Marketing programs, Terms and Conditions, policies and procedures.• Established roles and responsibilities, departmental policies and procedures, training programs, quality monitoring evaluations and coaching procedures, resource documents, pay and incentive structures, and streamlined departmental process.

Provides strategic leadership focused on the growth of DirecTV, Dish Network and Exede within outsourced contact centers. • Oversee four outsourced call centers; two onshore, one near shore (Dominican Republic) and one off shore (India).• Develop and maintain strong relationships with major utility companies such as Duke Energy, Florida Power and Light, and Con Edison as part of our channel partner program to increase revenue opportunities.• Established agent incentive structures to increase satellite penetration from .7% to 9.6%. • Spearheaded quality initiative to increase QA scores from the low 70%’s to the mid 90%’s and as a result increased conversions by 3%. • Trained 100+ agents in preparation for the addition of our largest utility client; Duke Energy. • Successfully negotiated the closure of two centers and re-routed traffic to a new center, to reduce operating and travel expenses.Authorized to sell services for more than 35 providers including DirecTV, Dish Network, Comcast, Time Warner, Brighthouse, Charter, Verizon, AT&T, Windstream, Qwest, Clear, Centurylink, Earthlink, Vonage, Hughesnet, Wild Blue, Clear and other regional cable providers, as well as HBO, Starz, Showtime, Encore, Cinemax, ADT and others.

Hoveround is a nationwide leading Durable Medical Equipment (DME) provider of power wheel chairs, electric scooters, and other solutions to improve the quality of life for those with limited mobility. Director of Client Services – Intake DepartmentLead all call center operations handling calls in response to marketing efforts; Television, Direct Mail and Internet. Oversee both inbound and outbound (blended) operations, client lead management, sales performance, customer service escalations, metrics and labor budget. Supervise 3 direct and 55 indirect reports handling over 15,000 complex calls a week. • Led the department to exceed goals on a monthly basis within first 3 months. • Established the call center structure adding Supervisors, Quality Assurance, Team Leads, and Specialty team. Developing them in their roles and supporting the management of Mobility Specialists and Client Care Representatives.• Work closely with the Marketing department to optimize lead volumes and maximize conversions. • Developed and implemented a Pay for Performance Program.• Provide continuous training, development, communications, huddles, reference resources and feedback to the staff.• Analysis of statistical data (metrics), budget control, problem resolution, business strategies and bench mark data and productivity.• Lead company-wide meetings, projects and handle Human Resource related issues.• Acted as a liaison for problem resolution and an educational resource for process improvement.

Outsourcing call center providing call center services to clients such as Dish Network, Digital Landing, and many others. Nationwide Authorized Dealer offering data, video and voice services for more than 35 providers.Director of OperationsLed all call center operations from hiring and training to day-to-day operations. Directly managed many accounts including the company’s largest client. Established schedules, forecasts, metrics, and objectives for each department. Oversaw payroll and commissions, and carefully managed the labor budget. Supervised 8 direct and 110 indirect reports handling 70,000+ calls per week. Responsibilities included but were not limited to the following:• Single point of contact and account management of 11 national accounts. • Collaborated with clients and recommended opportunities in customer support, sales and marketing.• New Client Acquisitions – directly responsible for start up, building relationships, process development and design, staff training, testing, development of processes and procedures for exceeding client expectations and service level agreements (SLA).• Developed team of specialists to answer calls, provide support and convert sales opportunities. Provided constant follow up, feedback, quality assurance (QA), and continuous development and sales training. • Developed training programs and documentation for customer service, sales, technical support and continuing development training. • Effectively managed multi-channel, multi-site operations in extremely fast paced and ever changing environment. • Developed, implemented, evaluated processes, systems and procedures to exceed company objectives, goals, expectations, and client requirements. • Analyzed reports, investigated trends, forecast needs, determined areas of opportunity, and implemented change necessary for success in exceeding goals and expectations. • Earned an industry-wide reputation as an expert in call center performance and operations.

As the company's youngest Vice President, assumed the duties and purview of 3 VPs and drove the call center to meet or exceed all stated objectives. Supervised 5 direct and 700+ indirect reports handling 300,000+ calls/week in 3 inbound call centers and the customer service center. Also oversaw an overseas call center in the Philippines. Headed numerous special projects including system research and development and new product research, testing, negotiation, and launch. Directly responsible for the development of policies and procedures, strategic planning, forecasting and human resource allocation.Directly responsible for long distance services and worked directly with Verizon in provisioning, routing, and resporg of toll free numbers.Authorize the purchase of call center equipment such as PC's, monitors, chairs, work stations, phones, headsets, as well as pager inventory, parts and equipment.Directly responsible for contract negotiations and management of service levels for freight companies (both UPS and FEDEX), property management, janitorial and vending services.Investigated and proposed restricted access security systems, janitorial services and vending services for multiple sites. * Provided strategic oversight and operational leadership for a retail presence of more than 100 store locations throughout the country. Managed key accounts and supported sales to increase growth and retention. * P & L responsibility for over $11 million in revenue. * Negotiated contracts with telecommunications providers, vendors, freight companies, international manufacturers in China and Korea, U.S. manufacturers and others. * Opened a new call center in the Philippines that surpassed targets within its first 3 weeks; set up operations and trained 30+ Filipino representatives on US culture and slang as well as operations. * Named Team Leader of the Year in 1995 and promoted to Call Center Manager.

Telecommunications Center Operator, Safety NCO, Squad Leader, Platoon Leader, and completed PLDC (Primary Leadership Development Course). 5 years Active duty with honorable discharge and 3 years of Inactive reserves.