• Optimized the yearly project roadmap by 15% year over year by data analysis of project budgets, building accurate capacity planning models, and implementation of effective employee utilization reporting.• Maximized departmental efficiency by overhauling efficiency insights and generating more effective dashboards for all leaders, resulting in a 5% increase in utilization within the first year.• Pioneered new KPIs and created insightful reporting of those KPIs to Stakeholders.• Mentored and Coached team members consisting of Project Managers and Data Analysts.• Spearheaded all content acquisitions and performed data migration into the Relias Platform.• Teamed with Application support roles to manage all metadata tables within our project management platform.• Directed weekly readout and dashboard creation of our Roadmap Projects to Department VPs.• Meticulous focus on execution of our roadmap resulting in only 1 of 21 quarters that target was not met or exceeded. • Upgraded reporting tools to ensure capture of all data during the sprint was included in Customer release notes.

• Directed a 500+ seat outsourced call center site, providing customer care and Tier 1/Tier 2 technical support to multiple clients across multiple lines of business.• Led all operational aspects, including staffing, training, client services, QA, HR, IT, and facilities.• Delivered outstanding organizational growth, growing team size from 250 to 650 in 120 days.• Focused on KPI metrics improvement, elevating customer satisfaction scores from 4th quartile performance to 1st quartile within 10 months. • Managed facility Maintenance crews and vendors.

• Managed daily operations for all call center customer service support functions, including training, quality assurance, and workforce management teams.• Supported training, QA, and WFM departments, leading 22 new hire classes in a 90-day period.• Coordinated COPC certification across all operational departments, including HR, IT, recruiting, operations, training, QA, and WFM, achieving certification within 12 months.• Drove continuous improvements across all departments to optimize productivity by 15%.

• Managed 130 call center agents at peak, providing sales, customer care, and tech support.• Coordinated vendor management for facility maintenance.

• Independently planned, prepared, and maintained 500+ FTE business unit’s financial, staffing, and performance reports, critical to Sitel's success.• Created daily P&L reporting and assisted in monthly 12-month financial re-forecast.

• Supervised a team of 20 call center technical support representatives, consistently exceeding customer, and employee satisfaction targets