Managed the delivery of customer service and experience across all contact channels including, phone, digital and social media while championing changes that increased speed to resolution and reduced reason for contact. Responsible for the relationship between Purchasing Power and their outsourced vendors located domestically and offshore. Ensured overall quality and productivity of allcustomer care functions by evaluation and analyzing quantitative and qualitative performance results. Developed an overall customer service strategy that delivered appropriate service levels to each customer segment with a focus on quality, experience and value. Worked with senior leadership team to drive organizational culture change for an improved customer experience at all touch points in the business by connecting the dots between functions and initiatives by defining a consistent expectation in servicing customers.

Lead and oversee the operation and relationship management of Affinion Group’s multiple vendor-provided outsourced call centers including Manila, Philippines, Kingston, Jamaica and San Jose, Costa Rica. Accountable for meeting/exceeding all key performance indicators and effectively managing multiple vendors. Communicate strategic direction of Affinion Group and facilitate adherence to policies and procedures that support the overall objectives. Analyze reports and data to assess areas of strength and areas of opportunity at outsourced call centers closely related with other organizational entities including, but not limited to: Resource Management, Telecom, Retention, Reporting, and Real Time Adherence. Direct call center operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.

Partner with various business units to gather business requirements while thinking strategically and considering a broad range of internal and external factors before proceeding with projects. Identify high pay off strategies and prioritize efforts accordingly; adjust actions and decisions for focus on critical issues. Manage project scope to be within budget constraints, while leading team to produce quality results and deliver projects on time. Functions as a “Business Expert” on call center operations and IVR systems providing all necessary information and recommendations based on current and future trends in the industry.

Assisted in the planning of marketing initiatives and the development of projected future call volumes for outsourced partners. Created and analyzed call center reports to identify trends in interactive and telephonic workload and drive changes to meet service level objectives. Facilitated meetings and maintained effective communication between the call center directors, executives and team managers, to proactively plan and execute actions to achieve defined expectations. Forecasted staffing needs; made staffing recommendations; developed and maintain databases and spreadsheet models to determine staffing requirements.

Managed 20 outsourced representatives to ensure proper usage of site. Responsible for answering and addressing all clients’ issues that are reported via telephone and email. Maintained database of approved clients on the site. Developed customer service policies and procedures for the call center.

Recruited and managed a team of 45 Customer Service Representatives and 2 team leaders. Responsible for monitoring agent calls, provided written evaluations, writing and presenting performance reviews, maintaining overall employee performance standards. Worked with outside business managers to develop metrics and provide regular reports on call center volume and content. Effectively and efficiently handled all escalated problems, including phone support to power users, very important clients and severe problem cases.