Responsible for strategic planning and performance delivery of VTech's domestic and off-shore customer support model. The hybrid structure includes a combination of BPO partners and VTech staff. Oversee Order Management execution to ensure accurate order fulfillment and on-time delivery to our Retail, Business Solution, and Hospitality accounts. Partner with Supply Chain, Distribution, and Sales teams to identify, communicate, and resolve supply and demand imbalances.I am responsible for the creation and managed spend of two department budgets. I strive to mentor and develop my umbrella of 11 VTech employees and 5 BPO direct reports with consistency. We have built an evolving ecosystem that thinks constructively to resolve complex problems - as a single seamless team. I promote internal growth and encourage my team to prepare themselves now, ahead of their next opportunity.VTech produces and distributes more than 17 million units annually with an active SKU count of 200+ models. Our support team cost effectively handles 1.1 million calls annually with a customer satisfaction rating of 95%+

Responsible for supervision and development activities to deliver email, chat and inbound/outbound voice support for customer service and technical support programs. Responsible for the seasonal delivery of 100+ representatives for annual volatile volume program. Understanding of contract terms, performance penalties, and manpower requirements lead to consistent attainment of team performance objectives.Staff retention and attendance was driven by frequent engagement with direct reports and creating individual development and growth plans. Technical support, Sales, and Customer service programs were managed during my tenure with Stream Global Services. The benefit of holding positions in both Quality Assurance and Workforce Management strengthened my effectiveness as an Operational manager.