Senior operations executive and general manager with proven leadership in both insurance and financial services industries. Background in building and running some of the best call center operations in the nation. Experience in customer service, sales, merger integration, operations and consumer credit. Outstanding track record in creating a diverse workforce of high performing teams, resulting in employee loyalty, superior customer relations, community enrichment and growth in shareholder value.Specialties: Call center leadership, customer service, telephone sales, workforce operations, reporting, resource desk operations, VRU design, call routing, strategic planning, merger integration, outsourcing, customer segmentation, expense controls, revenue generation, voice of the customer, surveys, business continuity, bank operations, credit card management, diversity.