Defined project goals and strategy. Led cross-functional teams and executed complex projects based on cost realization, revenue generation and within scope, ensuring stakeholder project goals were met or exceeded. Partnered with upper-management to support enterprise-wide strategic initiatives. Performed data analytics and reporting to influence strategic decision making.• Successfully led strategic initiatives and projects with high visibility that resulted in improved operational performance and revenue/cost savings to the company.• Proven track record of structuring and implementing projects that yield measurable results, including reduced tactical-planning cycle time, cost reductions gained from improved system/process performance, productivity gains through multiple change and improvement initiatives and reduced product-development time.• Skillfully represented stakeholders in requirements gathering and user acceptance testing to launch various applications and tools to both inbound call center agents and leadership teams.• Consistently recognized by my leadership team, peer group, and other groups outside my business unit as a top performer and the "go to guy" to get things done.• Expanded my scope of responsibility from supporting a single call center to being the key Project Manager for all strategic projects and initiatives within the business unit, which spans multiple call centers• Mentor and coach newer project managers and business analysts that join the strategic project team• Implemented process and procedure and created/maintained related documents used by inbound call center agents for troubleshooting complex customer issues.

Manage a team of 15- 20 agentsMonitor calls on agents to ensure quality customer service and technical expertiseProvide daily coaching/mentoring to agents for profession growth/developmentEffectively deliver corrective action measures to agents Gather analyze department metrics including staffing, call volume, and performance KPIsHandle high level escalations and advanced problem analysis/resolutionRecruiting/hiring of new agents