In charge of strategic planning, development, staffing and management of a call center for $5 billion NYSE listed company with 95 subsidiaries and 200, 000 employees. Directed functions involving customer contact, billing, and accounting. Trained, directed, and motivated management team of 5. Managed and coordinated actions plans for daily operations, established work priorities, and ensured customer inquiries were handled effectively, meeting productivity and quality goals. Directed project management efforts in support of company goals.• Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters.o Reduced abandon rate from 20% to 15%.o Accelerated order processing from average 10 – 12 days to 3.5 days.o Improved productivity from 50% to 90%.•Implemented employee recognition program improving staff morale.• Set up “hub and spoke” configuration to utilize cross-functional labor pool, enhancing productivity and maximizing facility space.• Established performance measurement tracking and reporting system.

Launched and managed customer service call center for telecommunications service provider. Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and inbound/outbound sales.• Designed, established, and directed customer satisfaction analysis area charged with identifying areas of customer dissatisfaction. Worked with cross-functional teams to eliminate root causes and increase satisfaction.• Selected by company as recipient of annual service award for outstanding leadership and achievements.

Managed the delivery of payroll, personnel administration, and time and expense processing for 65,000 employees and partners.• Managed relations with geographic unit HR teams.• Successfully managed the transition of staff from regional to centralized business with 98% of target making the transition.• Managed the transition of payroll from proprietary to Peoplesoft.

• Diverse responsibilities included operations project management, policy and procedure development, documentation, and administration. • Major emphasis focused on situation analysis, process improvement, and automation enhancement.