Comdata is the largest business to business credit/debit card processor in the USA.Led Comdata's multi site call center operations team in two locations. Responsible for a staff of over 200. Managed a $6.5M annual operating budget, forecasting, quality assurance functions, and new product training and integration.Maintained a departmental customer satisfaction rating of over 90% for 7 straight years.Completed Six Sigma Black Belt certification.Worked with the telecommunications team to complete upgrade of our ACD from an Avaya G3R to S8700. In addition, designed call routing and wrote call scripts for hundreds of vectors..Assisted retail division with their 2006 and 2007 peak seasons by hiring 40 temporary associates each year and managing the additional consumer call volume. Maintained average annualized negative turnover rate at 20%.

Led the Customer Service team as it grew to handle over 2M calls annually with a staff of over 100 employees. Responsibilities included employee hiring, employee scheduling, call forecasting, service level goal attainment, inbound customer service satisfaction, management of a $2.5M annual operating budget, quality assurance functions, and new product training and integration.Created El Paso bilingual Customer Service operation.Increased Great Places to Work® survey scores from 62% to 74% in one year, which confirmed increased employee morale and heightened confidence in management.Managed department successfully through the transition to internet self service as call types shifted from over 95% account maintenance to a more even mix of maintenance, problem solving and cardholder questions.Completed Six Sigma Green Belt certification.Created departmental policy statement outlining new employee expectations as well as management commitments creating a great foundation for each new employee/ supervisor relationship.Designed and implemented exception processing database using Microsoft FrontPage software in lieu of a true CRM software solution.Created and won budget support for a new monthly associate reward program that recognized every employee who met key monthly goals.

Implemented and managed a new 24/7/365 Customer Service team of 60 representatives, 4 supervisors, 1 administrative employee and 1 employee trainer when all account maintenance and day to day customer service was consolidated for all sales regions. Responsibilities included employee hiring, training and development, employee scheduling, call forecasting, service level goal attainment, inbound customer service satisfaction, management of a $1.65M annual operating budget, quality assurance functions, performance reviews, and new product training and integration.Successfully forecasted and managed over 1M calls annually.Exceeded or met operating budget and service level goals each year.Implemented new Quality Assurance program. Began uniform scoring, recording and reporting for 10 associate calls per month as well as a bonus program for perfect calls.Implemented new departmental career path that allowed associates to make the call center their career as well as prepare them to promote within to positions in Technical Support, Customer Relations and Sales. During my tenure over 40 associates were promoted to other areas within the company.Began conducting supervisor satisfaction surveys every 6 months to measure supervisor performance and confidence levels.Wrote script and worked with telecommunications team to implement first call prompter ever utilized by Comdata.

Led the activities of a new eight person Customer Relations team for the Eastern sales region. Responsibilities included account implementation, customer training and day to day account maintenance and customer service.

Managed a newly created 6-person department that consolidated customer relations functions being done by the sales team. Responsibilities included card production, account set up and implementation as well as customer training.Various call center positions

Began career as a call center agent and was promoted numerous times. Responsibilities included agent