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Determine the strategic direction of the customer service organization, which includes PC Support, MAC Support, Telephony Support and Training. Manage Offshore & Onshore customer service teams to ensure ongoing delivery of consistent service experience.Proactively manages associates, functions and business processes to improve service and performance. Ensures that staffing requirements, tools, training and the business environment are conducive to successfully achieving regional goals. Sets department goals and provides guidance to the management team to successfully achieve these goals. Develops and aligns workforce strategies to address key business plans and organizational change initiatives. Consults with other RingCentral colleagues regarding business service challenges and solutions to enhance the service delivery platform, performance and team development.

Contemporary Lending GroupOur mission is to provide our customers with a positive, easy, professional, personal, and enjoyable lending experience.

Responsible for four call centers across the United States and employed over 500 staff members. Increased service capabilities and delivery while reducing expenses, increased client retention by providing “best of class” service while establishing and executing the company’s strategic vision for service differentiation. Increased client retention by several percentage points - Improved client satisfaction - Improved service delivery.