Provide site leadership for one of largest and most complex North American operational sites of over 1900 employees across 6 Fortune 500 clients and 12 programs. Accountable for providing strategic direction and driving all aspects of SLA achievement with operational teams and support groups including Recruiting, Training, Quality, Workforce Management and Human Resources. Achieved #1 vendor ranking for largest telecommunication client for 2.5 years resulting in program growth expansion in… Show more Provide site leadership for one of largest and most complex North American operational sites of over 1900 employees across 6 Fortune 500 clients and 12 programs. Accountable for providing strategic direction and driving all aspects of SLA achievement with operational teams and support groups including Recruiting, Training, Quality, Workforce Management and Human Resources. Achieved #1 vendor ranking for largest telecommunication client for 2.5 years resulting in program growth expansion in international sites and home agent.Consistently recognized for superior client relationships resulting in 54% revenue growth over 3 years. Site was recognized as one of the "Top 100 Companies for Working Families" by the Orlando Sentinel for 3 consecutive years (2010, 2011, & 2012) and as one of the Top 25 Employers in the central region by the Orlando Business Journal in 2013. Show less

Directed migration of Back-Office Operations from US to India and Merchant Operations from Canada to US. Designed and implemented externally focused quality service model resulting in first-year customer satisfaction improvements of 15%. Led largest international call center in Toronto and achieved consistent top quartile ranking in key sales metrics. Led Merchant Operations and Six Sigma Greenbelt deployment across Latin American markets including Mexico, Argentina and Brazil.