• Transformed a transactional call center into a strategic customer experience center by implementing structure, process, and accountability.• Developed a WFM strategy resulting in reduced headcount needs and decreased Average Speed of Answer from 2:25 to 0:26 in less than 3 months.• Educated leadership on current systems, implemented reporting strategies, and increased Employee Satisfaction score from 2.2 to 4.7 in 10 months.

• Managed partner call centers' performance, implementing new quality programs and decreasing ASA from 1:25 to 0:37 in less than three months.• Orchestrated cost-saving contract revamps with outsourced partners, including incentives for KPI achievement and penalties for poor customer experience.• Implemented new systems for efficiency, including a workforce management system and ACD system for call routing across partners.

* Successfully implement a 24x7 Technical Call Center from 10 seats to 300 seats. Included development of Business Intelligence (reporting and analytics), Workforce management, Service Support, Training, QA and management teams. This diverse and wildly successful staff serves the enterprise technology and asset management needs within the largest mobile solutions provider in North America. * Orchestrated the design of a decision tree process (a.k.a Run Book) which has significantly improved efficiencies and Customer satisfaction while decreasing overall operational cost* Implemented system, process and structure changes which have significantly improved key metrics such as Call answer times (ASA), Service level, Abandon rate, first contact resolution rate, mean time to repair. In turn, significantly decreasing cost – game changing accomplishmentKey player in the implementation of cloud PBX and computingImplementation of a new system of record (ServiceNow ticket system) which increased productivity by reducing handle time - Implementation of a multi-tiered operation. Previous structure was flat (all techs on calls) - Implementation of the training program - Implementation of the business intelligence function which includes QA, Work Force Management and Reporting agents - Implementation of KPI targets and benchmarks focusing on world class results utilizing a 90/10 SLA model* Delivered an employee dashboard model and incentive/recognition programs to promote higher morale and increased productivity - Minimum requirements to qualify - Payout/bonus for over achievement - Dashboards directly correlated to mid-year/year end employee appraisals - Main KPI’s are driven off of the agents metric goals and performance