CONTACT CENTER WORKFORCE MANAGEMENT• Develop and implement strategies to efficiently manage contact center resources acrossglobal locations, including staffing levels, scheduling, and forecasting.• Monitor key performance indicators (KPIs) to optimize operational efficiency and service delivery across diverse time zones.• Assist with evaluation and implementation of new contact center technology and solutions tomaintain competitiveness in the industry.• Collaborate with relevant stakeholders to identify and address operational challenges, driveprocess improvements, and enhance overall performance on a global scale. HIRING/RECRUITING EXCELLENCE• Lead the recruitment and selection process for contact center staff and supervisors acrossmultiple geographical locations, ensuring the acquisition of top talent to meet business needsand customer satisfaction.• Collaborate with EVERSANA global HR units to attract diverse candidates globally and build a talent pipeline for current and future staffing requirements.TRAINING AND ONBOARDING OVERSIGHT• Evaluate training effectiveness and continuously enhance training materials andmethodologies to meet the needs of a global workforce and evolving business requirements.• Provide ongoing coaching and development opportunities to support the professional growthand performance improvement of contact center team members.QUALITY MONITORING PROGRAM OVERSIGHT• Collaborate with the Quality team to define quality standards, assessment criteria, andperformance metrics for contact center operations on a global scale.• Implement and maintain a robust quality monitoring program to evaluate agent interactionsacross multiple locations, identify areas for improvement, and ensure consistency in servicedelivery and compliance.• Analyze quality monitoring data from diverse geographical regions to generate insights,develop action plans, and drive continuous improvement initiatives across the global contactcenter network.

Develop and deploy the strategic direction for the patient support center, with $4M annual operating budget and oversight of 110 specialists, 5 Supervisors and individual contributors dedicated to workforce management, quality assurance and learning and development. Maintain tactical emphasis on patient care, first contact resolution, quality management, workforce optimization, recruiting, and employee experience.Lean into technology to measure and analyze KPI’s to garner insight and drive actionable results. Conceptualized IVR redesign and workforce utilization resulting in a 50% reduction in abandon rate. Established performance goals and expectations, monitor agent productivity and develop improvement plans. Facilitate monthly team meetings for continuous communication and to build a community among a workforce consisting of 60% telecommuters.Drive a culture of continuous improvement, process simplification and accountability. Work cross-functionally with clinical care team to align policies and procedures impacting the patient experience. Improved Employee Satisfaction Index by 50% by creating succession planning and development that enhances employee engagement, service skills and morale.Redesigned Contact Center Quality Assurance program by leveraging technology and mentoring leaders to identify opportunities and create strategies to improve quality and efficiency. Direct L&D initiatives to ensure continuous improvement of training and learner outcomes; specifically in new hire retention. Launched Knowledge Base platform to drive efficiency in first-call resolution and high-quality patient experience.

Drove a best in class organization to support ABB Labs business objectives across a network of four contact centers, with a team of 60 employees and a $2M Operating budget.Analyzed call center performance data and evaluated agent productivity and quality assurance reports. Standardized call center metrics and led change management initiatives designed to improve service levels and deliver a quality customer experience. Identified network skill gaps, created action plans, communicated expectations and developed employee mentoring programs to strengthen team performance and bridge gaps.Liaised with Customer Success Training Specialist to create extensive training programs designed for on-boarding and continuous employee development. Together with Quality Assurance, delivered timely and relevant coaching and feedback. Scheduled weekly network meetings to ensure consistent communication; including business and knowledge management updates and new process initiatives.Presented operation and service trends weekly to Senior Leadership and Sales for awareness; including recommendations to align customer expectations and improve processes across customer touch points.Facilitated annual talent review process and guided Supervisors through performance reviews, learning opportunities and goal setting. Identified high performers and partnered with Human Resources to create succession planning and development profiles. Participated in new hire selection and established programs to support employee on-boarding and retention. Executed culture building and employee engagement initiatives and created Supervisor and Team Lead programs designed to strengthen relationship building and coaching skills.Selected as the Customer Success Project Leader for $10M laboratory expansion initiative. Identified strategies and initiated improvements in contact center technology; including Workforce Management, CRM development and Knowledge Management deployment.

Created L&D framework, content and execution for the strategic and operational direction of the Customer Service Division. Identified synergies across work functions and aligned the division’s capabilities and structure to develop and maintain a customer centric infrastructure and roadmap.Coordinated and facilitated corporate on-boarding programs, new hire training and refresher courses, including; sales, telephone etiquette, product and technical training. Designed and developed curriculum materials (guides, online learning, webinars, assessments) across all delivery methods. Established benchmarks and conducted quantitative analysis to measure success of programs and derive insights.Fostered a learning environment through quality calibration sessions to encourage alignment, drive consistency and identify training opportunities. Provided dynamic leadership that mentors and coaches a sales and service team to deliver exceptional results in a fast-paced environment. Established programs and tools to lead integrated goal planning and performance management. Designed and administered leadership training to optimize succession planning and professional growth.Built a strong partnership and collaborated with business leaders to address development gaps and design and execute high-impact and scalable learning experiences based on growth strategies.

Achieved contractual Service Level goals by developing staffing and forecasting plans designed to maximize Call Center efficiency, deliver exceptional customer care and meet Provider Service requirements as delegated by the Health Plan.Calculated call volume forecasting based on Health Plan membership and maintained robust reporting and analytics. Administered Workforce Management practices to optimize staffing and scheduling resources for 135 employees, 30 toll-free numbers and across two multi-channel contact centers.Improved service levels by analyzing ACD dashboard for call volume interval patterns, speed of answer rates, abandonment rates and agent handle time. Measured contact center performance and agent productivity and executed improvement initiatives for agents with performance gaps. Maximized agent productivity through cross training and refresher training initiatives. Along with my team, maintained knowledge of sensitive policies, procedures and HIPAA, as controlled by Regulatory Compliance. Collaborated with Quality Coordinators and facilitated calibration sessions to ensure consistent quality assurance practices. Initiated quality improvement plans to achieve call center service accuracy and foster employee development through continuous coaching and feedback.Increased call center staffing by 50% in first year to support business objectives. Facilitated all personnel management; including new hire selection, staff on boarding and development, coaching, corrective action and termination. Responsible for annual Performance Review and Merit process, with an operating budget of $4.9MM.Improved employee engagement by establishing actionable and measurable performance goals for Provider Services and implementing leadership practices; including awareness, accountability and communication. Creatively developed employee incentive awards to recognize accomplishments.

Executed the vision, strategic direction, and employee life cycle for a customer service team across 6 multi-functional US call centers, with an annual budget of $1.2MM.Optimized workforce capacity and re-engineered calls center operations by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Developed polices and procedures to support strategic objectives and maximize the reliability, quality and scalability of the team.Established key performance indicators (KPI) for call center network. Generated call center performance reports and metrics to evaluate data, identify trends, wins and potential challenges.Maintained expertise for contact center systems; including telephony, workforce management, reporting, CRM development and Knowledge Management systems.Increased customer engagement and satisfaction by developing best practices based on customer feedback from scorecards, surveys, and competitive analysis. Drove efforts to achieve exceptional customer service by building and maintaining a clear, actionable, measurable and consistent strategy. Trained and empowered agents to retain customers and cross-sell value-added products and services.Improved the employee experience by designing a knowledge base, robust training and assessment program as well as a comprehensive quality assurance program. Reduced attrition by fostering a team spirit; along with regular communication, mentoring and recognition programs.Introduced First Contact Resolution and Voice of the Customer initiatives. Encouraged the team to anticipate customer needs, provide fast, sincere and professional responses and to demonstrate an “Attitude of Gratitude”.

Managed group of Technical Support professionals responsible for resolving software-related incidents across an omni-channel infrastructure.Gathered customer feedback through satisfaction surveys, phone interviews, social media and market research.Improved customer engagement and brand loyalty by developing customer centric practices, streamlining processes and optimizing and expanding support center channels.Reduced incident response time by 60%, with implementation of an agent knowledge base, succinct email templates and establishment of FCR best practices.Improved customer retention by 10% with a Voice of the Customer roadmap; including an Upsell initiative to leverage the contact center as a profit center and a Save Program to empower agents with win back tools and incentives.Prepared annual operating budget of $350K, managed expenditures and analyzed variances using KPIs and CRM (Salesforce) dashboards.Led the Request for Proposal process for the outsourcing of Technical Support; including developing the executive summary, requirements, scope, metrics and forecasts. Completed comprehensive analysis of RFP results, conducted vendor site visits and drove contract-pricing negotiations. Presented implementation plan and metrics to Executive Team, showcasing an integrated contact center solution and 25% reduction in operating costs.

• Provided leadership and direction to Customer Service department for privately held manufacturer, with annual revenue of $15MM.• Coordinated all activities in the group to achieve superior customer satisfaction by establishing clear objectives, providing coaching and feedback, encouraging cross-training and skill development and evaluating key performance metrics. Developed central intranet to enhance product knowledge and access to Safety and Tech Data Sheets.• Utilized EDI & ERP systems to track orders, shipments and inventory. Analyzed sales forecasts and prepared daily Open Order report and reviewed with C-Level Executives and Sales Divisions to ensure time in process compliance and support for business development and market growth.• Acted as backup to Comptroller and responsible for Accounts Receivables. Prepared customer statements, bills and invoices. Achieved a 30-day receivable cycle by maintaining weekly aging reports and implementing soft collection efforts.• Interfaced with Inside and Outside Sales Team to provide sales support, service tickets for customer return requests, call tags, credit and credit-rebill requests. Collaborated with Logistic and Production teams to resolve shipping errors and reduce inventory discrepancies.

Led staff and oversaw daily operations for group that supports pilots, crew members, and passengers on private aircraft.Conducted nightly reconciliation of services provided. Compiled and analyzed sales and accounting reports and managed monthly rent collection of $175K.Created and instituted upsell scripts to capitalize on opportunities for fuel sales. Trained staff on all techniques, processes and procedures, resulting in a 20% sales increase.Administered payroll, scheduling and performance evaluations for team. Drove recruiting and employee on boarding efforts for Customer Service department; including new hire job and safety training.

Sourced and recruited staff for full time, permanent accounting operations positions that included Accounts Payable/Receivable, Bookkeepers, Credit and Collection Specialists, and Payroll Processor. Established book of business through effective networking and cold calling techniques. Actively studied job boards and identified solid candidates to build candidate pool and successfully filled all positions within first 30 days.

Communication, Training, and Development Manager (2000 – 2006)Managed staff of Customer Care Associates in sensitive communications and dispute resolution via cases presented from BBB, Attorney General and legal offices. Defined all customer service policies and procedures with a customer first philosophy; directly impacting a customer base of 50MM with 3MM annual contacts.Designed and administered customer service and sales training agendas, curriculum, manuals and assessments. Facilitated all programs including train the trainer initiatives, with an annual training budget of $250K.Revamped Customer Service Training Program agenda from 6 to 4 weeks and improved ROI through introduction of an on-the-job training approach, which quickly identified employees not suited for call center environment.Developed certification programs and assessments to measure progress and evaluate training effectiveness. Incorporated quality guidelines into vendor contracts and reviewed for compliance monthly that resulted in a 98% quality score for more than 500 agents across 7 contact centers.Supported multiple transition teams in outsourcing of fulfillment and customer service systems. Planned, coordinated, and facilitated weekly conference calls and ensured compliance with work plans and procedures.Acquired understanding of vendor’s Customer Service System and crosschecked functionality between systems. Contributed to design, testing, and training for new $3MM Windows Customer Service System.