Formulate and recommend solutions and improvements to boost growth and performance.• Analyze and evaluate operating procedures, process and measurements• Recommend enhanced processes to improve quality, performance and customer bond• Develop implementation strategies by studying the structure, management and operation

Managed direction, culture / value development, process management, and quality of execution in multimedia customer contact center, operations services support team and business operation analysts. • Reduced client turnover by working with Account Management to obtain details of complaints, quickly resolving issues through training, process changes and holding individuals accountable. • Achieved business growth at higher rate than operations growth by defining and implementing operations best practices, including performance management, staffing / workforce management, and key performance indicators (KPI) reporting.• Increased quality and efficiencies by creating programs that developed contact center agents through training and quality assurance.• Enhanced capabilities for managing KPI’s and skills managements improving service delivery by setting direction and managing 2 telephony system / carrier changes for contact center design.

Chief of Operations, 2008 – 2009 Handled strategic direction, culture / values development, expense management of contact centers, client relations. Managed implementations for Tier's Electronic Payment Processing (EPP), business unit, and electronic payment processing. Managed budget, operations design, development and consolidation of processes, locations, configurations, hiring, and training. • Grew business and lowering operations cost by consolidating several small operations to 1 location without significant negative impact on client and consumers.• Lowered operations cost by maximizing facility space.Vice President, Contact Center Operations 2006 – 2007 Designed and determined locations, configuration, hiring, and training. Developed and managed strategic direction, culture, values expenses and budget of contact centers of Tier’s business unit for child support and other government and public sector call centers. Project managed sale of child support center when company made strategic change in direction. • Prioritized improvement efforts efficiently by evaluating data trends and establishing KPI’s.• Enabled business to focus on core product and services by serving as Project Manager for successful sale of organization with no loss of quality of efficiencies or negative impact on state

Directed strategy and managed / developed budget. Ran operational functions located in multiple sites which included consumers and business servicing, production services, paper / electronic reports delivery and support, payment / remittance processing, and implementation / system administration of new and existing clients and products. Managed $116M budget. Focused on process, KPI’s and training has resulted in year over year improvements in unit cost while maintaining high quality.• Ensured that all KPI’s were achieved with year-over-year reduction in cost per units by managing key performance elements (KPE’s) in all production function. • Achieved significant positive impact on cost, allowing for retirement of paper reporting by developing electronic reporting and support for clients. • Improved cost to company with no negative impact to quality or production by relocating Call and Client Contact Center from existing leased location to space owned by company. • Improved service and production, enhancing and changing processes by updating KPI’s and KPE’s then replaced director for ongoing operations management. • Increased mail production, keeping pace with growth without unit cost impacts by redesigning and organizing around form follows function and upgrading equipment. • Found minimum of 20% improvement when moving to next steps by serving as Operation expert on acquisition and consulting team.

Additional Experience: Jacksonville ,FL and Basking Ridge ,NJVice President, Communication Services - Marketing - Universal CardDirector, ,Sales & Service Operations - Global Consumer ServicesVice President , Customer Relations - Universal Card Services