A certified Customer Service leader who can direct your Call Center so it provides world class service to your customers, increases customer satisfaction and loyalty, and contributes to business growth, all at peak efficiency. Looking for organizations that can use help improving the moment of truth when their customers contact the organization through the contact center.Specialties: Certified Call Center Manager- Benchmark Portal, Purdue University,2010Essential Skills of Effective Incoming Call Center Management, Incoming Calls Management Institute, 1997Deliver Excellent Customer Service, Northwest University, 1993.Avaya CMS, Avaya IC, Blue Pumpkin and Witness Workforce Management, Nice and Witness Call Recording, Oracle Siebel CRM, Six Sigma, Customer Satisfaction Surveys, PII, Business Plans and Strategic Plans, PII, Service Level, Abandoned Call Rates, Shrinkage.