• Managed SaaS call center operations and provided direction to team of 3 supervisors and 30+ call center representatives providing support for business customers in the Aerospace and Defense, Life Sciences, and Healthcare industries.• Launched live chat as an additional support channel, lowering support costs by 25%.• Maintained contractual SLA performance in all call center metrics (calls handled, average speed of answer, customer satisfaction).• Led a team of managers and application administrators responsible for Level 2 support.• Managed reporting function to include subscription numbers and product utilization.• Utilized NetSuite as the end-to-end ticketing solution incorporating scripts and customer surveys into customer support tickets.• Managed Customer Training Function that included live customer training and customer facing website.• Increased self-help via the website resulting in a 10% decrease in support cases.• Revamped the hiring profile for call center agents – “hire the smile, train the rest”.• Developed cross-training of call types for call center agents resulting in all -time highs in performance; utilized newly available bandwidth to drive new initiatives including collection calls, finance related functions, website redesign, and Customer Satisfaction outreach program.• Improved employee morale by designing career pathing and a bonus plan resulting in all -time lows in call center agent attrition.• Set staffing goals and priorities while coaching, motivating, and providing feedback.• Proven record of hiring effective, professional candidates, developing them and they then eventually make the successful transition to other areas of the company.

I led the customer service organization at Exostar. My responsibilities included: call center management, training, QA, and partnering with the Security and Supply Chain business units.

I led an organization of 150+ people responsible for the call center support functions. Areas of specific responsibility include Executive Escalations, Quality Assurance, online moderation, regulatory compliance and back office support functions. During my time in this position, I personally developed several direct reports who got promoted to increased roles outside of my team. I designed and implemented the policies and procedures for these various departments; moreover, I established Service Level Agreements (SLA's). I had daily interaction with Senior (C+ Level) Executives and I presented frequently to other departments. I am well versed in call center metrics as my areas of responsibility complimented their core objectives. In addition, I was continually involved as a Project Manager working on various initiatives and projects

I managed a team of specialists responsible for providing access to internal systems and tools for AOL employees. I developed an outreach program to call center leadership that streamlined the request process for over 3,000 call center agents and improved average speed of resolution. I developed an internal phone system with the telecom team to establish a phone queue for internal access requests. I created process documentation and managed key performance indicators (KPI's) for over 60 functions.

• Managed large teams of call center agents• Drove performance in Average Handle Time (AHT)• Drove performance in Average Speed of Answer (ASA)• Drove performance in Abandon Rate (ABN)• Drove performance in Average Response Time (ART)• Drove performance in Customer Satisfaction (CSAT)• Drove performance to reduce churn• Conducted weekly 1:1’s with agents to drive performance and quality• Conducted call monitorings (side by side and remote) to drive performance and quality• Interviewed and hired scores of call center agents• Managed back office support functions (invoice billing, lockbox, collections)