After over thirty years of contact center management,both in house and outsourcer, I have spent the last 12 years consulting to Fortune 1000 companies in the area of customer experience optimization. My specialty areas include customer service strategy and goal alignment, organizational design, contact center operations optimization, service level management, quality assurance monitoring and development of correlated performance measurements. Improving employee satisfaction as a key path towards better customer satisfaction is also a focus area. We bring pragmatic experience running small to multi-site call centers and BPOs as well as managing project teams that can deliver pragmatic, cost effective, bottom line results. With deep expertise in healthcare and pharmaceutical customer care as well as the financial and travel sectors, our mission is to help contact center clients identify and execute the small, incremental steps that deliver major value to their customers and to the company.

Senior contact center subject matter expert and lead sales person in this consultancy. Led engagements at such clients as major hospitality company, government healthcare insurer online university and Federal financial services company to identify opportunities and detailed roadmaps for customer experience improvement.

Sr Principal Consultant manages call center operational projects and possesses indepth knowledge of call center/contact center operations from organizational, people, and process and high level technical perspectives. Assists in project sales and pricing, develops proposals and team. Interacts with client for additional work for status on current workstream. Serves as SME in areas of specialization including job responsibilities, workforce management, quality assurance monitoring, workflow efficiencies and change management.

Recruited to reverse performance of a failing BPO division of global business. Recruited new management team, directed redesign of call flow processes, relocated two contact centers, expanded product offerings and quadrupled division's contribution through aggressive sales and cost control efforts.

Travel industry's first global BPO created for internal use by consortium members. Recruited to reorganize and manage daily operations for transaction processing center that employed over 500 agents handling thousands of hotel bookings and car rental reservations for worldwide consortium member companies. Responsibilities included performance management, benchmarking, client relations and development of customer service support group. Promoted to head up all International Services and the National Accounts department providing sales support to global national accounts such as E.I. Dupont, Sperry Unisys, Eastman Kodak, Scripps Howard.