• Responsible for directing the day to day operations of a 300+ seat contact center. • Oversee hiring, on-boarding, training and development of over 150 new employees annually. • Maintain relationships with business leaders and external business partners, as well as recruiters, external agencies, hiring managers and cross functional support teams.• Ensure seamless communication between multiple business units and the contact centers. Equip front-line employees with ongoing corporate updates and necessary information for a seamless customer experience while also funneling critical performance data back to the business leaders.• Project manager for several contact center initiatives including the development of an internal knowledge base system, introduction of live-agent chat, email support, and Social Media management, as well as a transition to a new CRM. Utilized change management strategies to maintain order and continued focus on key objectives.

• Managed a team of 18-24 inbound sales specialists, driving year over year revenue growth while maintaining a consistently positive member experience.• Established monthly sales and productivity goals and implemented an employee development program including weekly coaching, and regular follow up.• Awarded "Leader of the Year" for the organization in 2018

• Coached & Developed a high performing technical support team. Analyzed metric data & NPS feedback to provide constructive coaching & behavior-based action plans. Improved team balance score by 5% and average team NPS by 25 points in first 3 months • Facilitated daily huddles and regular performance management reviews, delivered critical feedback and corrective action as needed• Lead change through AT&T acquisition and labor union campaign• Chosen to travel internationally to support the successful launch of eventual vendor replacement

• Managed daily operations, supported site initiatives, and ensured the overall success of the center• Evaluated KPI performance & customer feedback to deliver constructive feedback & facilitate action-planning while supporting the call center floor, and service level management• Maintained a positive environment that bolstered exceptional performance and developed the #1 ranked technical support team in the call center for 3 consecutive years• Acted as a regular Point-of-Contact for site management and training of developing supervisors• Project Manager of several performance & morale driven initiatives including the conceptualization and maintenance of an online employee “Swag Store”• Traveled to assist in the establishment and opening of the new contact center in Fremont CA

• Lead, engaged and developed top-ranked frontline customer service and technical support team• Maintained a positive environment that bolstered exceptional performance• Analyzed metric data & customer feedback to provide constructive coaching & behavior-based action plans• Evaluated performance and delivered critical feedback and corrective action as needed• Oversaw, support of the call center floor, and service level management. • Career Pathing and Talent Development of future leaders• Spearheaded recruitment & interviewing of internal & external candidates

• Acted as Interim Operations Manager (Jan-Sept 2010). Managed change in a difficult environment and maintained day to day operations as the center was downsized and eventually eliminated• Accountable for performance management and development for a team of 12 supervisors and 100+ Customer Service Representatives• Facilitated resume building and career development sessions for displaced employees• Prepared & delivered weekly business review & effectively managed relations with fortune 500 client• Sustained center morale & helped employees transition out of the center• Managed team of 15-20 customer service reps. Lead weekly coaching & development sessions & provided semi-annual performance evaluations.• Evaluated call quality and deliver constructive coaching and feedback• Facilitate monthly team meetings & weekly client calibrations• Procured Property & Casualty insurance License (2007)• Subject matter expert for 3 major lines of business; assisted with training and development other leadership teams