• Defines, clarifies and communicates client specifications, needs and changes • Manages potential conflict areas between operations execution and client requirements through problem identification and resolution • Liaises with and funnels information to companies’ functional departments on client progress • Ensures billing packages are correct (input correct, data captured and assimilated) • Explores and implements cost reduction strategies through operational and technical solution • Maximizes revenue opportunities within daily operation and program• Analyzes and assesses business growth drivers and profit leverage points • May assist with initial information gathering for new and existing business proposals • Monitors and safeguards reporting accuracy and detail (operations performance, data integrity, quality) • Serves as product knowledge expert for client and business generalist for company • Researches competitor information for feedback to Client / Company• Responsible to motivate, performance manage, and develop Team Leaders • Works closely with HR department to ensure proper recruiting and companies policies are understood and effectively performedLead Automotive Area Manager Overall responsibility for Arizona and New Mexico TDI settlement process.• Manage dealership network of 20 Dealers and 24 field specialists to facilitate in person VW/Audi/Porsche 2.0 & 3.0L TDI vehicle buybacks within assigned Market Area.• Manage field personnel, daily operations and scheduling to ensure 100% daily dealership coverage and appointment closing completion. • Ensure that all staff adhere to compliance requirements in all areas of operational activity, company policies and procedures• Drive team performance, motivate and develop a ‘winning area team’• Develop an effective network of communication across the Area to ensure shared knowledge and understanding of business activity

• Managed first line supervisors responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.• Increased sales to exceed client expectations 139%.• Customer satisfaction survey results ranked above goal for four consecutive months.• Ensured client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site were met. • Provided leadership and management to associates as well as training and development of supervisory team. • Site performance 1st overall for all four months of project.• Responsible to present monthly results to C-suite executives.

• Managed 5 direct reports as well as responsibility for the overall performance in all areas.• Provide mentorship to all direct reports to ensure all expectations are met and exceeded.• Demonstrate a management style that encourages participation and ownership, along with a focus on action, customer satisfaction, employee satisfaction and financial management.• Coach, counsel, and develop staff to ensure they are set up for success and will have an opportunity for advancement.• Ensure that you, your direct reports and indirect reports participate in continuous learning on your projects• Work with all levels in the organization to identify, analyze and solve problems• Continuous improvement of processes and tools to achieve business development objectives. (In the process of completing Black Belt certification – Lean Six Sigma).• Manager of the quality department to ensure quality inspection process is set to achieve and meet the client expectations.• Moved quality from 87% - 98% meeting client expectations which caused an increase in headcount.• P&L responsibility and ensure that Key Performance Indicators (KPI's) including First Call Resolution (FCR %) are achieved. • Six Sigma certified – Black Belt certification

Managing a 100+ seat client's customer service operation with specific accountability for client management, financial profitability, and overall employee satisfaction and development. • $4.5MM P&L responsibility; managing 6 direct reports.• Marquee client included American Express, Direct Energy.• Responsible for day to day sales operational goals.• Implemented policy and procedures across LOB that consist of Team Leader responsibilities, interview guidelines, Attendance policies.• Improved customer management processes, increasing agent SPH average from 0.20 to 0.58.

Reported to Executive Director. Managed a 220+ seat client customer service operation with specific accountability for client management, financial profitability, and overall employee satisfaction and development. Also responsible for the site facilities to ensure workplace safety and standards for over 600+ employees.• $11.5MM P&L responsibility; managed 12 direct/indirect reports.• Marquee client included Nissan North America.• HSE chair ensuring accident free for 2+ years.• Decreased agent attrition from 8% to 4% while increasing revenue.• Improved C-Sat score from 30% to 42% on a 100% scale through performance incentives and quality audits needs assessment, and training design and development. Ranking above the clients set goals.• Improved customer management processes, increasing agent call-per-day average from 32 to 45. While increasing service levels exceeding the client’s expectations of 80% SVL.