Responsible for growth, stability, direction, everyday operation of the business and personally manage all the accounting activities and create sales plans each month, marketing plans each quarter and overall business plans each year. I review sales reports, adjusting sales activities and expenses to better meet budgets.Create advertising campaigns, social media campaigns and face-to-face events. Undertake to deliver messages to the right audience then locate and proposes potential business deals by contacting potential partners; discovering and exploring opportunities. Screen potential business deals by analyzing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities; recommending equity investments. I have develop negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals. Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations. I also protect organization's value by keeping information confidential.Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value on business accomplishments.

I have directed daily day to day activities for a 1900 seat call center in Las Vegas, Nevada and this center was responsible for the inbound/outbound calls for the following clients such as Sony, DirecTV, Amp’d, Helio, and Harmony. Led JD powers certification process, oversee Work Force Management reporting making sure results are maximized based on forecasted call volumes each week and for the month. Constant review around Average Call Waiting, Average Call Drops, Abundant ratios and Average Talk Time. I was heavily involved and oversaw training plans for all roles and client’s modules evaluate career path opportunities for all roles, maintain harmony and resolves grievances. Review employee productivity and generates reports to show these levels, daily, weekly and monthly. Oversaw supervisors in the development and enforcement of departmental policies, corrective action, and achieving departmental goals. Work with our Information Technology and understand existing switch capabilities, call routing options, Voice Recording Unit capabilities and be able to provide options, alternatives and or enhancements to configuration.

Directed the day to day management of eight inbound/outbound Call Centers with a total of 3,140 seats in Northern London and managed departmental budgets. Industrialized Business Cases to fund operating improvements, set employee and Supervisory performance standards for the following accounts such as John Lewis, British Telecom and Bose. Work diligently with Marketing to understand Competitive Positioning and Customer Satisfaction results for new and improved service opportunities. Constant review and understanding of desktop applications utilized by the agents to ensure consistency of set-ups, usage requirements and processes to support the completion of any transactions. Daily check on operating tools such as our Blue Pumpkin, Siebel, etc and train teams on expectations of usage. Provide and lead monthly operating reports detailing centers activity, trend analysis, goals, objective status, and special projects.Drudgery cross-functionally within all centers to improve dependent processes and reduce Service Recovery issues. Assessment on a constant basis regarding report needs and partner with WFM for maximizing reporting capabilities

I designed an ongoing retention program and revised weekly/monthly objectives for a 660 seat call center. This center was responsible for inbound/outbound calls for the following clients: British Telcom, Lexmark, MSN, and Solomon. Taught, supervised and motivated Team Managers towards set goals. Led the change from COPC certification to JD Power certification and work diligently with Work Force Management between two Centers maximizing established service levels.Focus on outgoing sales promoting new broadband connectivity, oversees training approach for all rolesAudit and monitor recorded calls to observe employee demeanor, technical accuracy, and conformity compliance to company policies. Maintained JD Powers certification processes and approach within the entity. Manage and maintain employee productivity goals against departmental standards, on-going review and preserved establish SOP’s at the transaction level.

Accountable for the day to day operations of customer service for EarthLink, British Telecom, Lexmark, Sony, and Microsoft Campaigns. Improved customer retention 25% and increased service ratings from 52% to 89% at this 2800 seat call center. Diligently prime and established call center measures around ACW, ACD, AIT,ABDN, and Service Levels and meet standards of 85% month over monthI demarcated goals and objectives at agent and Supervisory level and monitor performance through one on one by analyze trends, data in call patterns, product variability, turnover, hiring, and etc. Real-time data management for day to day results in quality and operating performance. Produce monthly operating reports detailing center activity, trend analysis, goals/objective status and special projects.Review and understand report with WFM for reporting capabilities and maximize demands.Monitor Quality Call ratios and standards making sure they are met weekly and monthly.

Coordinated client services for six national MSN technical support call centers and three overseas multi-account call centers generating $48 million annually. The US Call Centers had 3,300 seats and the international call centers had 3,700 seats.Scrutinized and benchmark Call Centers against and within industry Call Centers, trade shows, etc and utilize information for enhancements within MSN I also apprehend existing switch capabilities, call routing options, VRU capabilities and be able to recommend alternatives/enhancements to configuration. Formalized and led implementation of COPC within all centers and maintained processes making sure Quality Assurance goals of a 90% QSC and 85% of agents at standard and managed monthly.Integrated call calibration, script and procedures for all 9 centers and raised client/customer satisfaction and increased gross revenue over 50%. I Ensures that Quality Call standards are met weekly and monthly.Spearheaded and participate in the development of new systems capabilities enhancing the business and improve agent performance and decrease irrelevant costs, also drive in developing Business Cases to fund operating improvements and ROI.

Focused on all facets of the operations, client contract renewals for 762-seat sales and technical support center servicing Compaq, Gateway, and AT&T. Administer Supervisors in the development and enforcement of departmental policies, corrective action, and achieving departmental goals. Finalized annual Performance Management Reviews for all direct reports, including detailed objectives for each new fiscal year. Monitor preparation of all reviews for the Call Center ensuring deadlines are on time. Developed, Manage departmental budget and established administrative processes around operating components (payroll, time off, Holiday Readiness, QA Calibration sessions, Workforce Management policy, etc)Work cross functionally within the entity to improve dependent processes and reduce Service Recovery issues. Identify,quantify capital spending requirements and reduced call abandon ratio from 25% to 4.5%, increased profitability 28%.

On a contractual agreement, I was responsible to positioned, sought, acquired, restored and managed 7 hotel properties. Produced business plans, financial prospectus, yield management, ROI reports and oversaw hotel renovation projects ranging from $5.5 million to $35 million. By working with the Owners directly, I restructured non-performing properties and increased revenue 48%. Identified capital spending requirements making sure net income are attainable. An intensifying project for me in the Hospitality field.

Engaged and directed all operations for 500 room resort generating $18 million annually. Industrialized new brand awareness marketing programs and augmented revenue $2 million while plummeting operating expenses 11%. I also planned and oversaw 400 rooms Ramada Plaza Hotel renovation project within this Company.

I was responsible for the total conversion of this property from Omni to Marriott brand. Managed daily operations of the 300 room upscale corporate hotel with 95,000 sq. ft. of meeting and convention space. With hard work, along with management and staff supported me... I was very successful of increasing revenue more than $4 million over 3 years, oversaw $10 million renovation project and received highest service awards each year.