Providing operation excellence and positive team building techniques to provide world-class service on any budget.

Maintained growth and improved key metric achievement while ramping up multiple contracts, improved GM and performance while also ramping down others.• Develop and mentor front line leadership, utilizing proven coaching techniques to drive performance success and improve margin contributions.• Redirect underperforming contracts to improve customer and client relationships, dramatic improvement in customer churn as well as employee engagement and retention• Ramp down 2 expiring… Show more Maintained growth and improved key metric achievement while ramping up multiple contracts, improved GM and performance while also ramping down others.• Develop and mentor front line leadership, utilizing proven coaching techniques to drive performance success and improve margin contributions.• Redirect underperforming contracts to improve customer and client relationships, dramatic improvement in customer churn as well as employee engagement and retention• Ramp down 2 expiring contracts with minimal involuntary attrition, while strengthening ongoing operations with concurrent client contracts and improved relations with departing organizations.• Reduced program attrition from 25% to 4% in 90 days, improving GM contribution from 6% to 24%.Team Manager (2011– 2014) Increased profitability and client recognition by driving success in key operating metrics, customer satisfaction and improved employee retention.• Built and maintained top performing teams with focus on key operating metrics• Implement and reinforce coaching for self-discovery to drive performance and retention at both agent and leadership levels resulting in improved financial performance for multiple teams.• Launch two new lines of business, meeting all ramp targets and achieving KOM success within established timelines Show less

Managed consumer portfolios to meet investment objectives and manage risk at acceptable levels.• Exceeded all client portfolio targets, marketing and investor conversion targets.• Achieved all license and testing requirements in half allotted time, with exceptional results.• First in class to meet all minimum requirements for client investment target goals.

Lead teams in technical care, customer care and customer retention.• Consistently took the most underperforming teams and coached them to top performers.• Maintained the lowest attrition rates and highest promotion rates for multiple consecutive years.• Continuous drive with peers and leadership to achieve the “Best place to work” in Oregon.

Responsible for the design, implementation and maintenance of all Windows and Unix server and workstations for a broad array of small and medium businesses by contract, insuring maximum up time and a positive ROI. Developed, installed and maintained a VPN access and management structure that allowed remote maintenance and distributed resource access which guaranteed 99.98% up time and allowed multiple sites to share resources.Accomplishments, Reduced maintenance and travel expenses for… Show more Responsible for the design, implementation and maintenance of all Windows and Unix server and workstations for a broad array of small and medium businesses by contract, insuring maximum up time and a positive ROI. Developed, installed and maintained a VPN access and management structure that allowed remote maintenance and distributed resource access which guaranteed 99.98% up time and allowed multiple sites to share resources.Accomplishments, Reduced maintenance and travel expenses for multiple clients by greater than 40%, increased ROI for new implementation sites Show less

Built a reliable customer and issue-tracking platform to improve bug tracking, leading to improved products and shortening the development cycle for the primary products. Responsible for the release products, as well as to design and maintain install software and protect our products from copyright infringement. Consolidated multiple network platforms and significantly reduce the cost of ownership, as well as improve the network reliability.Accomplishments, Developed and lead a… Show more Built a reliable customer and issue-tracking platform to improve bug tracking, leading to improved products and shortening the development cycle for the primary products. Responsible for the release products, as well as to design and maintain install software and protect our products from copyright infringement. Consolidated multiple network platforms and significantly reduce the cost of ownership, as well as improve the network reliability.Accomplishments, Developed and lead a technical support team that implemented a “follow the sun” topology, including integrating offices in multiple US sites as well as the UK. Improved testing and tracking of distribution products to reduce defects and shorten the development cycle. Show less