A contact center leader with extensive operational experience leading large, diverse groups of employees. Performance driven to achieve bottom-line results. Developed and implemented multi-faceted strategies to generate revenue and customer loyalty. Record of accomplishments includes MA Organizational Development, an extensive work history of professional advancement with demonstrated results.Specialties: Customer centric focused leadership that drives efficiency and quality thru data-driven metrics while maintaining positive employee relations through employee engagement; effective communicator who motivates and inspires people to reach their inner potential; non-union and union leadership experience; experience opening four call centers and closing two call centers including facility oversight; corporate ambassador and experienced public speaker. Recently gained experience moving contact center services off shore with a business partner (BPO) that resulted in significant cost savings. Implemented call handling efficiencies that reduced repeat callers and improving the customer experience.