•Established reports, metrics, and systems for customer contact center in the GPS technology and sporting goods industry. •Rolled-out partnership with offsite centers to meet highly seasonal call demands.•Implemented and administered support center metrics by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.•Developed and facilitated training modules for products, services and customer service skills. •Manage a team of up to 60 contact center staff to respond to member requests for assistance. •Recruit, hire and train staff to meet seasonal needs.•Established and managed multi-group customer contact center which included inbound contact center, advanced technical support utilizing remote support tool, online community, and online chat support. •Prepared and managed annual department budget.

•Directed contact center operations as a liaison between clients, supervisors and contact center employees. •Implemented and administered support center metrics by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.•Researched contact center technology and selected Avaya IP Office to meet service objectives.•Developed and facilitated training sessions on products, services, and customer service skills. •Monitored interaction between staff and callers to ensure quality assurance standards.

•Launched and managed advanced data products directed toward primarily rural business markets.•Brought to launch Wi-Fi business solutions for hotels, small businesses, and the consumer market.•Implemented a premium spam control product for the consumer market which represented significant revenue immediately. •Developed and implemented a high-bandwidth broadband solution for rural business clients.•Developed and launched VPN and managed services for business clients. •Researched and provided preliminary data to plan the implementation of MPLS, VoIP, and triple-play solutions.•Trained and developed inbound, outbound and outside sales channels to achieve product sales goals in highly competitive market. •Trained sales representatives and call center representatives to understand, sell, and support complex data products.•Launched six new products within a seven-month time span; four product launches taking place within two weeks.•Developed product brochures and direct mail pieces; selected media for marketing campaigns.•Extensive project management and management of cross-functional teams.•Worked extensively with outside sales channel as a customer consultant.