I am a seasoned veteran with 20 years of business operations and administration experience primarily in call centers. I have acquired a wealth of knowledge, skills, and experience over the years, working with amazing people and companies in various industries. At my center, I am an inquisitive creative problem solver and a natural leader.I proudly served in the US Army in the early 1990s, acquired a Bachelor's of Science degree for Mathematics, and pursued a career in services. I am passionate about three things, namely people, service, and leadership. My leadership experience spans over 30 years combined between the private, public, and nonprofit sectors. Professionally, I have held various positions from front-line employee to mid-management to senior management roles.Areas in which I have 15 - 21 years of experience include call center operations, program development, workforce management (i.e. forecasting, staffing, capacity planning, real-time management, workforce optimization, workload balancing, and single- and multi-channel demand environments) in traditional and virtual call centers, analytics and reporting, strategic management & leadership, customer relationships, and operational leadership and management. I am a mix of affiliative, collaborative, and strategic management styles. I am committed to operating within the team environment while supporting and developing future leaders and pressing toward the achievement of long term goals.
Listed skills include Process Improvement, Leadership, Call Centers, Management, and 46 others.
