Senior level, visionary contact center operations professional with deep experience in operational planning and execution, strategic transformation, outsourcing and change management, with a proven track record for driving program performance results.

As a contact center consultant, I specialize in optimizing customer service operations for businesses. My expertise lies in enhancing call center efficiency, staff engagement, improving customer experience, and maximizing cost-effectiveness. I work closely with organizations to streamline processes, implement cutting-edge technology solutions, and provide outsourcing guidance. My goal is to help companies deliver exceptional customer service while achieving operational excellence.

Home Watch Management, LLC is a certified Senior Home Safety Specialist® company that works with seniors and their families, who want to remain comfortable in their homes, with ongoing freedom, independence and in an age friendly environment. Our Aging In Place service will conduct a 240 - point home safety assessment to identify potential hazards or needed updates to create a safer home. In addition, our Home Watch service performs visual inspections of a home or business, looking for obvious issues and will remediate them, while the owner is away for extended periods of time.

A family-owned travel company for over 97 years, with journeys across 7 continents, in over 100 destinations and to 70+ countries providing memorable travel experiences.Vice President, Reservations Sales and Service, December 2015 – PresentDirector, Reservations Sales and Service, August 2013 – December 2015Accountable for 100 seat call center and back-office operations for pre and post tour customer experience. • Spearheaded initiatives to achieve positive customer experiences and outcomes including Tauck Travel App, CRM enhancements, financial document redesign and call center e-business omni-channel road map. • Led development and directed strategy for operational restructurings that supported vast swings in business environment, including sourcing, negotiating and implementing outsource surge protection overflow and Global Response models.• Led customer facing initiatives that achieved a 60% customer retention rate.• Selected and deployed state of the art call center technologies. Workforce management, Call recording, Call routing, Knowledgebase, IVR and CTI.• Transformed Groups sales and service model which increased passenger sales by over 30%.• Led change management of individual and team metrics that improved service levels and quality.• Championed talent identification and leadership development. Built best-in-class teams.

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Largest independent home and office distributor of its kind in the United States, markets water, coffee, refreshments and home and office products throughout the northeast.Director, Customer Care and inside Sales - ContractRe-engineered sales compensation and quality metric programs, developed up-sell/cross sell and incentive programs and departmental growth strategy and solution. Business lead for Salesforce implementation.

The largest bottle water company in the United States. Brands include Nestle Pure Life, Poland Spring, Arrowhead, Ozarka, Deer Park, and Zephyrhills. Senior Marketing / National Customer Experience Leader – Contract Increased residential customer retention 30% in 4 months with stick rates and profitability at or better than base customer rates. Introduced a successful win-back pilot program that produced over 1,100 customer win-backs, an additional 4,500 incremental deliveries and over $114,000 in revenue.• Implemented initiatives to improve customer experience including NPS and Cstat feedback.

End-to-end ecommerce solution provider of web design and development, and e-marketing initiatives.PartnerSample clients included: Cuisinart, Lifetime Brands, Verde energy, Teva Pharmaceutical.

One of nation’s largest publicly traded managed health care companies, providing HMO and PPO health benefits to 6.3 million in 15 states through group, individual, Medicare, Medicaid and TRICARE programs. Director, National Service Excellence, Contact Center Strategy and DevelopmentDeveloped, and began to implement a 3-year phased customer intimate, contact center strategy.• Proposed, implemented and managed outsourced solution. Generated year 1 savings of over $2mm.