Operations management professional with over 33 years experience in all functions of call centers for AT&T. Expertise in team management, work force management, inbound and outbound volume balancing to maximize productivity. Frequently led outbound trials as a test for the marketing organization to determine worthiness of the campaign. Driven by sales targets and customer willingness to recommend measurements based on satisfaction levels. Analyzed customer bills, issued credits, and investigated allegations of fraud on an as needed basis. Developed and delivered management, sales, and product training. Managed AT&T call centers as well as vendor outsourced strategic partnerships including performance management, contract negotiation and compliance.