I’m a strategic, people-first focused professional with leadership acumen and seasoned experience in global contact/call center operations, strategic planning, and the customer experience. I have always strived throughout the various positions held during my career to integrate a humanistic component to operations management to further elevate workforce productivity and maintain a high morale level. I possess a solid track record of success in improving efficiencies, driving operational partnerships, and elevating service delivery to optimize WFM. Some key contributions from my professional work history include leading in a role as a Global Director of Workforce Management for a company providing customer experience solutions where I achieved $19M+ in savings by driving operational efficiency through improved agent utilization, streamlining support process, reduced capex from improved seat utilization, and optimizing revenue opportunities. In addition, as a Global Workforce Leader, I designed and implemented a comprehensive WFM coaching programs that added individual scorecards, training for new hires and existing staff, recruiting, and career development that enabled the organization to scale and accelerate growth. I have practiced expertise with identifying/managing risks, setting objectives, and developing strategic plans to implement optimal workforce management operations and quality assurance structures that meet or exceed organization expectations, and achieve positive results.