Recruited to provide a customer focused experience within the Risk Management department. Promptly promoted to spearhead the development of a new department. Opened a standalone support center, focusing on external and internal customer management for multiple lines of business. Collaborated with IT to launch the foundation module for the proprietary system that is now utilized company wide.• Launched support services to improve the customer experience and manage internal work orders for many of the large telecommunications companies, inclusive of ISP, OSP, maintenance and fulfillment service providers.• Cross trained employees to successfully manage workforce to meet customer demands and contractual service levels.• Selected, tested and effectively integrated a call center software suite. Created all call flows, reporting and processes.• Critically involved in the integration of several acquired fulfillment divisions, consisting of 1500 technicians and revenue projections of $130M+.• Constructed the workflow for the basis of the proprietary company-wide data management system.• Mitigate profit loss and continuously grow support offerings through extensive collaboration with executive leadership, operations, information technology, finance and risk management.

• Manage over 20 direct reports across several different departments, including Customer Care, Training, Retention and Quality Assurance. • Implemented a Call Center Agent Scorecard designed to raise the bar on customer service satisfaction, drive agent performance and improve retention by “paying for performance”.• Through coaching and mentoring, continuously drive efficiency and process improvement. Execute current and future business goals and strategically deploy resources for optimal project management.• Generate, analyze, and interpret metrics to maximize revenue, optimize operations, and qualify customer service levels. These include: abandon rates, call volume, average handle, payroll, overtime, BBB complaints, calls per hour, productivity, exception planning and shift planning. • Lead, direct, and motivate the Call Center team. Oversee hiring to budget and staffing needs. • Develop training and customer retention teams. Focus on going above and beyond to meet customer expectations. Extensive training in proactive customer care initiatives.• Implementation of companywide operational process improvements and communications inclusive of bi-weekly operational and customer care leadership meetings.• Serve as process expert in dealing with consumer escalations and social media complaints.• Implement customer and employee retention efforts, conduct annual and bi-annual reviews.• Oversee corrective action plans, conduct performance meetings, and recommend salary evaluations

Call Center Management – Provide call center coverage to two major business divisions with over $500 million in revenue. With over 12 years of experience and through leading a 50+ call center team, dispatch support is provided to over 2,500 technicians across the U.S. Metrics/Scorecards - Partnered with senior leaders to develop, integrate and implement a Call Center Scorecard that resulted in a cultural shift to “pay for performance”, improved business results, first in class service quality, operating efficiencies, and reduced turnover. Organizational Development – Drove organizational and change management strategies to achieve company goals to include reorganizations and reductions in force. Change activities include consolidating call centers, downsizing and closing offices and improving employee engagement

Managed annual contract agreements for customers both nationally and internationally. Provided support to Field Engineers on contract renewal and maintenance agreements

Call Center Support for 8-12 representatives Per call billing and contract invoicing for all customer basesCoaching and Training for Call Center employeesNew Product implementationProcess manual for Customer ServiceManaged daily schedules for Field Engineers