Led all contact / sales center consulting services for Wunderman Thompson. Primary responsibilities included driving call center consulting revenue through value added propositions to new and existing clientele while cultivating and maintaining meaningful business relationships. This was achieved through internal and external collaboration focused on results orientated solutions of call center operations. Other objectives included RFP support and leadership, SOW negotiation, proposal development / presentation, and client support.

Founded Contact Center Services (www.contactcenterservices.com); a US based full service call center and contact management company comprised of virtual / work at home staff. We service healthcare and retail clients through customer service and sales via inbound and outbound calls, emails and chat. Other services include consulting, support platforms for IVR, database analysis / reporting and fax campaigns.

Managed a staff of over 400 inbound and outbound sales and service agents in the diabetic / healthcare mail order industry across three business lines within Liberty Medical - an Express Scripts company. Duties include development and adherence of departmental budgets and performance objectives, staff development, managing towards key performance indicators and mitigation strategies as needed. Additional responsibilities include project management, product onboarding and vendor management.

Managed the eDiets.com call center across multiple sites which specializes in online diet, fitness and meal delivery support. Responsibilities included daily management of call center operations; including but not limited to workforce management, volume forecasting, trend analysis, budget management, strategic planning and staff development. Other duties include IVR management (DNIS assignments, call routing, skill assignments, etc.), outsource / vendor management and email and chat management (queue setup, agent assignments, email routing, etc.) Key Accomplishments• Increased sales conversion from 2% to 16% through effective training, coaching and feedback• Instituted formalized call center structure including departmental training, agent / department level reporting and call quality monitoring practices and procedures allowing for metrics management and therefore increasing sales and call quality • Reduced departmental costs by 17% through effective staffing and vendor management

Oversaw all aspects of the national health screening call center, including inbound customer service, outbound client acquisition and retention, fulfillment, client correspondence and management of departmental budget. Daily tasks included staff development, managing to key performance indicators and focusing on work force management needs. Other duties included briefing the executive management team of product and service recommendations through in depth trend analysis, long term goal recommendations and coordinating inter-departmental meetings and training sessions. Key Accomplishments• Increased annualized revenue by $826,000 as a result of effective client acquisition and retention programs.• Reduced annualized shipping costs by $37,800 through vendor negotiations• Reduced abandon rate by 3% without increasing FTE count. • Improved inbound and outbound conversion rates through effective staff development, coaching and motivation• Reduced shipping times by 27% through improved processes