Drawing from my background in operations, outsourcing, analytics, and technology, I help clients re-design Service Operations.Starting as a Customer Service Representative at MCI, I have great appreciation for frontline work. Moving from agent to supervisor to manager in call center operations positioned me to be able to expatriate to Mexico and help start the MCI/Banamex joint venture known as Avantel. Upon returning from Mexico in 1997, I made my first foray into Call Center Outsourcing. Over the next 7 years, I would either lead or play a role in fifteen call center implementations. From 2008-2011, I managed roughly 1,000 call center seats in two regions for Cricket. Since 2012, I have been on the provider-side - first with Oracle and now with ServiceNow. While I may not directly be able to lead any initiatives as an operator, I have gained great perspective by virtue of working with over 100 companies in a multitude of verticals over the last five years.Specialties: Customer Experience, Strategic Consulting, Transformation, Value Analytics, Vendor Management, Call Center, Outsourcing, Telecommunications, Help Desk Management, Program Implementation, Project Management, and Foreign Languages.