Recruited into a hybrid role to develop customer experience, marketing, and training from the ground up. Design and implement all contact center systems, policies, key performance indicators, hiring, budgeting, and scheduling for social media, chat, email, and telephone solutions. Lead a marketing team to push one to many social marketing strategies to build the brand and influence the behavior of the independent representatives. Establish a background check process and maintain all legal requirements to ensure the Vibe Ride product launched and met or exceeded all state and insurance regulatory requirements.

Oversee and turn around an under performing contact center operation both here and globally. Define, Create, and Manage flow for Internal Ticket system. Set the strategic plan for the organization and execute that plan.

Design and launch contact center to support a transition from a traditional telephone company into a mixed conventional and lifeline mobile phone Company. This conversion included consolidating operations from LA to Dallas. This role required strategic planning and comprehensive planning to ensure that there were no missteps or mistakes. Routinely report to C-level leadership on the tasks, needs, and schedule of the project.

• Work closely with other Industry and Service Line teams to drive Contact Center opportunities.• Support the practice leader in key client business development opportunities.• Support the practice leader in strategy development, planning and execution, including market analysis, market segmentation, target markets, channels, and independent software vendor (ISV) strategy.

Responsible for design, construction and implementation of a global network operation center. This ground up install included a redesign of all aspects of support. This included redesign of training, hiring, customer interaction, and removal of outsourced support.

Responsible for managing the NOC, including scheduling to meet staffing requirements, hiring, managing, coaching and evaluating personnel, partnering with peer management to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day to day NOC operations.

• Set and enforce marketing initiatives. Exceeded sales goals monthly.• Raised MRR by 2%. Increased first time fix rate from 95 to 98%• Manage 6.3 Million dollar SG&A reducing overall costs by 10% to support the 51 Million dollar EBITDA goal.• Won 2009 Austin Chamber of Commerce Large Business Customer Service Award.• Developed effective internal controls and always operated under budget.• Developed solutions as part of quality management team.• Interviewed and evaluated personnel driving retention rate average of 3yrs for call center employees, previously at 7 months.• Planned and organized and successfully executed call center expansion• Managed day-to-day operations for 184 personnel.• Proven leadership in sales and service techniques that streamline operations and add to profits.• Built solid management team to accommodate rapid development. This allowed us to go from concept to fully trained 7/24 staff in 72 hours. Testing, implementing or reversing programs in exceptional time.• Design, Build and Maintain programs that ensure customers receive a first time fix. Design customer education program. Lower total cost of operation. Manage 2.7 million dollar SG&A. Support 3 product lines across 5 geographic markets.• Turned around department operating at a 30% service level, to a sustained 2 year 80% SL.• Built an internal leadership training program to support the company's goal of "hire within".• Reduced turnover from 65% to 14%.• Changed 'just a job' attitude into a prideful, dedicated, true team focused on success.

I was promoted 3 times while at Time Warner Cable. I started as a basic phone support technician then expanded my role to supervisor, in the first year. Responsible for a team of 15 persons, customer de-escalation, and training. In an additional year promoted to department manager responsible for 50+ personnel, training, external department liaison, and took charge to design the internal CRM. Recognizing the social and on-line experience needs I created the first on-line services team and customer satisfaction group.• Designed CRM for technical support lowering average handle times by 15s on average for all call types.• Oral Communication.• Management/Administration.• Leadership/Supervision: Department won JD power Award.• Problem Solving.• Quality and Productivity Improvement.• Project Management.

A startup company backed by Dell and Motive, we specialized in remote support solutions for SOHO and retail customers. Supervised overseas support team. Designed a remote training program for overseas and intercontinental support agents. * The startup environment experience provided me exposure and success under a great deal of chaos. Short term goals had to be met and improvement had to be now rather than later. Remote management skills also had to be improved due to the language and cultural difference.* Client Relations* End-User Training* Application Development* IT/Web Content* Project Planning and Management

Technical support for the inside sales team. Providing detailed information based on customer request to facilitate the sale of product. Also provided direct technical support on laptop, desktop, workstation and international lines of business.* Incident Management* Service Level Agreements* Communicated with customers daily* Communicated information clearly and accurately* Committed to the assistance and support of others while maintaining a cheerful and helpful attitude* Developed credibility and confidence with customers* Researched new and followed up on existing disputes and problems* Consolidated orders to minimize shipping costs, managed customer database, and worked in conjunction with technical, accounting, and sales departments

US Cavalry, US Chaplaincy multiple good conduct, Army Achievment, Army Commendation, Overseas Service Tours.Primary Roles* Conflict Resolution* Counseling* Crisis Intervention Techniques* Human Resources Processes* Process Analysis and Improvement* Public/Media Relations* Religious Services* Social Welfare Services* Teaching/InstructingThe experiences in the military made me a great leader both at home and abroad. I worked extensively with the Panamanian Government to return the Atlantic side bases and Canal areas back to local panamnian control.