I have been leading global workforce optimization, operations, and client engagement teams for over 10 years, with a passion for delivering excellence and innovation in the contact center industry. As the Vice President of Client Engagement at West Technology Group, a leading provider of strategic and operational solutions to clients across the globe, I oversaw the planning, execution, and evaluation of projects that enhanced customer experience, optimized resources, and drove improved business outcomes.My core competencies include long-term strategic planning, global technology strategy, workforce and site optimization, business improvement, PMO, and learning and development. I have successfully implemented WFM and telephony systems, designed working patterns, managed budgets, and supported recruitment and restructuring initiatives. I have also contributed to the profession and development of people, as recognized by being a finalist in The Forum's Customer Contact Innovation Awards three times and receiving a Forum Hero Award. I am always looking for new ways to leverage my expertise and experience to create value for my clients, partners, and colleagues.