Specialties: • Call Center Operations• Customer / User Experience• Workforce Management & Capacity Planning• Vendor Management • Strategic Planning• Program Management

Manage command operations center. Coordinate the scheduling, activities and quality assurance results for a large community of virtual technical support experts. Oversee day-to-day operations for call center scheduling, monitoring, and performance management. Develop business process solutions to meet corporate objectives; collaborate with senior management to set priorities and program deliverables, lead process design, select and drive implementation of solutions.• Supervise operations group that forecasts multi-channel contact volume, resource modeling, manages event-driven surveys, maintains knowledge base, and recommends training based on QA feedback• Manager of high profile business partners, working closely with Product Development to track and prioritize critical issues

Manage operations for 90+ person blended technical support call center. Develop business process solutions to meet corporate objectives; collaborate with senior management to set priorities and program deliverables, lead process design, select and drive implementation of technology solutions. Process architect and program manager for offshore outsourcing of tier-one call volume. Creating call flows, implementing technology, and driving staffing decisions to reduce cost while improving service level.

Manage operations for 90+ person blended technical support call center. Develop business process solutions to meet corporate objectives; collaborate with senior management to set priorities and program deliverables, lead process design, select and drive implementation of technology solutions. Process architect and program manager for offshore outsourcing of tier-one call volume. Creating call flows, implementing technology, and driving staffing decisions to reduce cost while improving service level.

Managed 24 technicians, providing 24/7 Internet protocol support in a 300+ person technical call center. Conducted hiring, quality monitoring, coaching, corrective action, performance evaluations and termination for entry level and senior employees. Developed a Technical Support Specialist scorecard to maximize agent productivity and facilitate career development. Scorecard led to a three-minute decrease in average handle time (AHT) and a 4% increase in service level. Implemented Remedy ticketing system, including integrated knowledge base, advanced search functionality, and semi-automated email support. Ticketing system improved both customer and employee satisfaction by shortening average handle time and increasing first call resolution from 68% to 75%. Created a community outreach program in support of the Comcast Cares initiative. Led training classes for parents of local elementary school children on subjects such as Internet safety.

Supervised the daily activities of 18 technical support engineers in a national inbound 24/7 call center. Provided quality monitoring, coaching, corrective action, performance evaluations, interviewing and termination for entry level employees. Routinely handling escalated customer issues to insure a positive outcome for the customer and company. Developed and implemented a peer-to-peer mentoring program which reduced training costs and improved associate moral. Created program to identify and foster the growth of key employees, resulting in a recruiting expense savings of $6,400 per month.