• P&L Responsibility for multiple client programs providing technical support and customer care in the telecommunications industry, handling over 150,000 customer contacts monthly serviced by over 200 team members• Responsible for guiding the development, planning, and implementation of DependableIT's organizational vision and values• Update and publish standard operating procedures using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users• Ensure compliance with best business practices throughout organization• Establish positive and effective communication among team members and organization leadership• Manage and allocate staff and support resources to meet organizational goals

• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit• Coordinated innovative strategies to accomplish objectives and boost long-term profitability• Researched and identified opportunities for account growth, account penetration and market expansion• Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends

• Motivated and developed team members to deliver exceptional customer experiences and exceed business goals• Business development, marketing, researching and executing new business initiatives, and performance management were my primary focuses in this role• Planned, managed and directed daily operations to increase revenue and reduce costs through P&L analysis

• Met with managers to discuss vacancies, applicant qualifications and characteristics of top candidates• Set and conveyed recruitment goals to downstream staff• Customized strategies for different types of vacancies, including wording of job profiles, social media techniques and websites used• Designed, developed and implemented successful recruitment process to fill more than 150 vacancies each year• Implemented new learning strategies depending upon employees' skill levels• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness

• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information• Supervised 20+ Premium Technical Support Technicians in providing excellent customer service to callers requiring assistance for technical issues• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals• Managed CRM database, including troubleshooting, maintenance, updates and report generation

• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction• Recorded, analyzed and distributed statistical information• Implemented new quality assurance and customer service standards

• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement• Trained team members on performance metrics and consumer behavior identification• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques

• Monitored participant workflow and behaviors throughout training process• Gathered and organized supplementary material to support structured lessons• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind• Tracked attendance and progress against goals for each participant• Mentored new hires, resulting in stronger staff development and increased productivity

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