•Developed business plans and strategies for achieving the company’s organic growth and customer retention goals. Achieved 94% of revenue target in 2023 and 101% in 2024 Q1+Q2.•Helped define and coordinate client services support training programs that enable staff to achieve their potential and support company sales objectives. Successfully trained staff on sales techniques and strategies and on core departmental processes and procedures.•Managed customer expectations and contribute to a high level of customer satisfaction. Deployed enhanced customer satisfaction survey and achieved a solid 87% score in Q1+Q2 2024.•Designed and implemented seven core operating processes that contributed to our desired sales outcomes and helped identify improvements required with established clients.•Assisted in the creation of infrastructure and systems to support the success of the client services team and business development functions. Specifically, designed and implemented new account planning and pipeline management suites within our CRM while partnering with IT.•Monitored customer, market, and competitor activity and provide feedback to the company leadership team and other company functions while using the intelligence to enhance customer success.•Worked closely with the sales and marketing teams to establish successful support, channel, and partner programs. Implemented monthly company newsletters delivered to customers.•Managed customer relationships and participate in closing strategic opportunities. Worked with CEO to deliver over $6MM of renewals and approximately $2MM of new business.•Defined an optimal client growth strategy and create a corporate client services’ playbook.

•Responsible for managing a portfolio of over $25MM. •Managed a portfolio including leading companies in the airline, parks and entertainment, telecom, and eCommerce industries.•Managed customer relationships and participate in closing strategic opportunities. Worked with Chief Client Office and CMO to deliver over $12MM of renewals and approximately $15MM of new business.•Hired and trained client success personnel that provides onsite support to our partners.•Managed customer expectations and contribute to a high level of customer satisfaction. Deployed customer satisfaction survey and achieved a respectable 89% score in 2022.•Partnered with technology partner and our airline client to build and implement a game-changing bot for their rebooking process flow on the client’s website.•Achieved 115% of the headcount growth rate for 2020 Q3 and Q4 and 125% in 2022.•Implemented SOPs for the department to help guide staff on invoice review, client QBRs, site visits, strategic account planning, and client escalations.

Managed over 400 seats in the company’s national customer care center and vendor operations with over 150 headcount all supporting tier 1 and tier 2 customer care support as well as high end specialty services care for a highly diversified customer base via voice, email, and social media.• Responsible for managing a budget of over $20MM. • Managed the implementation of the national customer care operations including the hiring and training of 400 employees, 30 supervisors, and 4 customer care managers.• Negotiated and executed a new SOW with our customer care vendor and managed RFP process.• Hired and trained vendor management personnel that provides onsite support to our vendor partners.• Achieved service level goals which required improvements of over 400% in 6 months.• Improved efficiencies during the ramp of the new site by 20 basis points.• Achieved 94% retention rate while hiring 600 people in 7 months.• Reduced $200,000 of annualized vendor costs by implementing tier price & leveraging WFM expertise.• Implemented world-class standard operating model including agent and management level scorecards for the national contact center operations.• Responsible for strategic service relationship with our most important distributor: Costco.• Prepare and deliver periodic executive reviews to CEO, C-level officers, and division GMs.

Reported to COO. A Sr. Director role, managing 800-seat outsourced call center operation across 2 sites, providing customer care, telesales, and retention in the healthcare and satellite radio communications verticals. Responsible for 2 key clients, spanning 9 LOBs. • Responsible for profitability of $30MM P&L; hired and trained 40 new staff positions.• Grew annual revenue from $9.6MM to $16MM within 5 months. • Marquee clients include Sirius XM and Wellcare.• Managed telesales efforts, generated $5.4MM annually for clients.• Designed and implemented performance management metrics, employee rewards/recognition, and improved auditing techniques, moving C-Sat scores from 87% to 91%. • Delivered $740K in annual cost savings initiatives, including:-Employee retention ($320K) -AHT reduction ($250K)-Overtime control management ($80K) -Office supplies ordering ($50K)-Streamlined employee sourcing initiatives ($40K) • Managed operating expense metrics within budgeted parameters, reducing payroll/training costs by 4%.• Designed/implemented employee retention initiatives, reducing monthly attrition from 14% to 7%. • Won Winter Haven Chamber of Commerce’s Large Business of the Year Award (2014). • Received CEO and COO letters of recognition for Q3 and Q4 financial performance achievements.

Reported to Country Manager. Managed a 400-seat outsourced call center, providing tech support, customer care, and B2B sales and consulting services to high-profile clients in financial, communications, technology, and retail verticals. Managed all operational aspects including staffing, training, WFM, quality, IT, payroll, facilities, staff development, and employee retention. Responsible for 7 LOBs. •Responsible for profitability of $14MM in annual revenue; hired and trained 50 new staff positions.•Grew annualized revenue from $10.2MM to $14MM.•Marquee clients included Verizon, Cisco, and PayPal.•Generated $16MM in annual telesales revenue for clients. •Implemented employee recognition and a monthly performance readout from supervisors and managers, improving PayPal C-Sat from 42% to 48%, and Verizon from 38% to 43%. •Drove annual cost savings initiatives, including employee retention ($750K), AHT reduction ($225K), and absenteeism reduction ($150K).•Site chosen as model to write training manual for other site directors, setting forth strategies to reduce attrition during first 90 days. All sites (120+) were required to participate in the training. •Recognized by COO for team’s contributions in driving Costa Rica site to exceed financial performance expectations during 2013.

Reported to Executive Director/GM. Managed all strategic and tactical aspects of a dedicated $80MM AT&T account client relationship, across 6 offshore sites and 3 U.S. sites (1,800 total FTEs). Supported 5 LOBs. Served as primary point-of-contact between business development and service delivery teams to drive operational excellence and further account penetration. •Managed 22 direct reports across all locations (Canada, Colombia, U.S., and the Philippines). •Delivered 12% annual revenue growth against 5% quota.•Grew accounts from $60MM to $80MM in annualized revenue.•Managed account performance against profitability objectives, contract metrics, and client expectations. •Improved C-Sat improvement through 3 primary approaches: Performance consultant services through analytics and enhanced reporting Leveraging onsite staff to support outlier management techniques. Partnering with training and quality, improving first-90-days agent performance and raising retention for tenured employees•Key driver on frequent performance review presentations and executive-level QBRs.•Responsible for contract negotiations, invoice accuracy, and accounts receivable functions. •Supported sales organization, serving as SME for new logo sales presentations and existing contract renewals. •Provided operational consulting support for all 7 sites. •Managed complex project plans and implementations across multiple geographies.•Won company’s “President’s Award” for migrating AT&T Mobility account (largest in the company at the time) from production-hour-billable-unit to per-minute, saving $15MM of EBIDTA over 2 years.

Responsible for supporting the day to day and strategic client relationships for two lines of business for a large telecommunications client in 4 sites located in US, India, and the Philippiness. Contracts renewal and invoicing terms negotiations and performance review responsibilities while also overseeing the invoicing for over $40 million in annual revenue. Managed staff in three GOs and supported implementations and ramp downs in India, US, and the Philippines.I also worked as a full time project manager overseeing implementations across our US and Canadian call centers and developed and documented new processes and procedures for our operations teams in support of performance improvement opportunities.

Responsible for the day to day relationship with multiple clients accross multiple contact centers in India and USA. Additionally, I prepared invoicing for $2+ million of monthly revenue. Traveled to India to suppot the implementation of three lines of business in Bangalore and New Delhi while overseeing the training of new management staff onsite on processes and procedures.