In this role, I have the privilege of serving alongside some of the most fascinating individuals on the planet. These are people who's heart is to fulfill the Great Commission! We are honored to hear stories from all over the world, and then communicate those stories to the church via in person conversations as well as social media outlets.We also have a real desire to mobilize the church to praying, going, and sending in order that the Great Commission may be fulfilled.

- Work exclusively with contact center vendor organizations - Identify process gaps specific to coaching, mentoring, and the overall leadership processes- Train leaders on ways in which they can improve their overall communications, development strategies, and team dynamics- Aid leaders in identifying gaps in their employee's knowledge, skills, and abilities

Taught Small Group classesPlanned and led programs

• Responsible for $10m+ annual capital project budget• Responsible for $32m+ annual operational expense budget• Project managed ~150,000 square feet of build-out/remodels of call center space in 4 locations• Built and maintained a 3- and 5-year strategic plan to optimize call center operations• Served as Point of Contact for Alltel’s National Real Estate vendor• Served as Point of Contact for Alltel's Call Center Facilities Vendors• Built reporting hiring plan and capacity modeling to help target hiring in locations with low cash cost per call

• Project Managed the transition from Blue Pumpkin 3.3 to Aspect eWFM 6.4• Drafted Business Processes and Training Information for Aspect eWFM 6.4• Served as the Software/Hardware Environment Owner for an eighteen server environment• Conducted regular site visits to remote sites to conduct process improvement reviews and eWFM training

• Responsible for Blue Pumpkin and eWFM Hardware and Software• Served as a point of contact for the WFM Vendor• Served as the Sub-Plan Owner for the WorkForce Management related to Mergers and Acquisitions projects• Worked with the National Traffic Desk to assist in the meeting of cloud-level Service Levels• Responsible for reporting and automation of various day-to-day tasks

• Managed cloud level metrics for all Lines of Business• Worked with Sr. Executive Management to maintain all site/enterprise capacity planning• Worked with Finance, Site Management, and Senior Management to establish revenue targets and to ensure compliance with targets• Assisted with annual budgeting process as it related to Local Resource Planning and the Local Business Managers• Served as an indirect manager for all LRP/Business Managers across all sites• Work with the National Traffic Desk to ensure cloud-level revenue targets are met on a day-over-day basis• Oversaw the migration of eWorkforce Management from a SQL platform to an Oracle Platform• Travel to all existing US and Canadian sites to conduct regular site/personnel reviews• Built and maintained a national key performance indicator database to track all site/cloud/enterprise metrics

• Support all Local Resource Planning personnel across all US and Canadian centers• Manage cloud level metrics for all Lines of Business supported• Re-wrote all LRP/Workforce Management training materials• Work with Sr. Executive Management to create and maintain all site/enterprise capacity planning• Travel to all existing US and Canadian sites to conduct regular site reviews• Project Managed the WorkForce Management Sub-plan for three new site launches (including two in Canada)• Responsible for training all new LRP Personnel• Acted as the chief liaison between LRP and Sr. Executive Management• Built and maintained a national key performance indicator database to track all site/cloud/enterprise metrics

• Managed Intraday performance for five clients• Train 50% of all new Intraday Specialist/Support personnel enterprise-wide• Assisted in the creation of training documentation as well as outlining of training agendas for all LRP Training• Justify all productivity changes week over week.• Responsible for the justification of monthly invoicing and the budgeting of monthly/quarterly Agent and Training Expenses. • Manage a staff of eight across two sites• Oversaw the implementation of a new client and two new lines of business• Repeated travel to other sites to share best practices and provide on-the-job training• Hosted visiting dignitaries from potential clients, existing clients and majority shareholders providing an overview of National/Local Resource Planning• Built site-level reporting to track changes in Headcount, Attrition, Productivity, and Key Performance Indicators.

• Oversaw a team of up-to 25 people.• Consistently exhibited strong quality performance• Developed a Nesting program that became corporate standard• Acted as interim Training Manager

• Provided customer support for a major US Wireless Telecommunications company

• Provided second-level technical support for a major US satellite television provider

• Responsible for all daily operations of a 300 seat outbound call center• Assisted in the development of several quality/performance recognition initiatives• Managed multiple English-only and bilingual projects for both major credit card companies and telecommunications companies• Managed a staff of 15 that included Supervisors, Quality Assurance Specialists, and Trainers• Handled all Client Monitoring Sessions• Responsible for daily QA In-house Monitoring Sessions• Worked one on one with clients, account managers, senior management• Responsible for completion of daily reporting including hours billing, production reports, payroll reports, temp time, summaries of shifts, Call Flow analyses, and Scheduling analyses• Approve Schedules, Time Off Requests, etc.• Assisted in calculating Monthly Agent/Training expenses and oversaw $500k in monthly revenues.

• Managed team of approximately 25 people• Coordinated initial calling on 3 projects• Handled all payroll issues• Performed routine quality assurance checks