With a strong operational foundation, I focus on driving growth across voice and non-voice platforms, with a specialization in the government, public sector, healthcare, fintech, and communications verticals. My approach combines securing new logos and cultivating long-term relationships with both new and existing clients through strategic lead generation, prospecting, cold calling, and active participation in conferences and trade shows. As a contact center, BPO, and product expert, I take pride in delivering tailored responses to Requests for Proposals/Information, preparing competitive pricing quotes, and presenting engaging oral presentations. Leveraging a sales CRM system, I maintain detailed prospect and client lists to ensure timely follow-up, always keeping the company's and clients' objectives at the forefront of my efforts.

Oversee operational and technology transitions according to timelines while updating leadership, personnel, and clients on prospective transition-related changes. Collaborate with business leaders to translate strategic direction into a series of actionable, measurable initiatives to achieve both short and long terms goals and objectives by organizing work into an integrated series of projects. Act as the liaison between companies and employees during the transition to ensure end-to-end IT infrastructure solutions are created that add value, meet financial and functional needs, and adhere to standard technologies and platforms. Communicate with vendors and suppliers to ensure contractual obligations are reassigned or terminated. Review employee performance and work history to determine layoffs, transition, or transfers to appropriate departments in a fair and efficient manner. Prepare employees for new leaders and their policies by communicating information about upcoming changes and provide coaching to employees transitioning into new roles. Proactively identify transition challenges and solve them quickly to mitigate risks.

Launch of all services and products for ButterMove.com. Developing and implementing scalable and efficient strategies to ensure consistent results and exponential growth. Reporting updates to the Board of Directors and corporate stakeholders regarding progress on strategic goals. Cultivating a high-performing, agile team culture, and aligning resources to achieve key business goals. Providing expert guidance to all departments, including operations, sales, customer service, and products. Driving day-to-day tactical operations. Establishing credibility throughout the partner and customer network to drive growth.

Strong relationship builder and consensus-driver that is results driven with a focus on turning strategies into actionable plans. Ability to translate business challenges and objectives to effective delivery / implementation. Undeniable ability to think about business problems in new ways and clarify key issues in complex situations to achieve goals, SLAs, and financials. Enduring ability to innovate strategically and implement tactically that actualize efficient, repeatable outcomes. Relentless motivation to create value and build processes to dramatically scale our business by overseeing internal operations, maximizing operation performance, and furthering customer relationships that contribute to the company's financial goals and profitability. Passion for creating inclusive environments and a commitment to diversity, equity, and inclusion.

Provides high impact, extraordinary energy, extreme ownership, and initiative to drive outstanding business results and first-class employee development. Creates strong and trusted partnerships with business units to develop winning teams to include recruiting, training, workforce, analytics, and finance. Serves as a trusted advisor to clients, customers, C-level, and colleagues by established credibility, proven ability to identify current opportunities, foresee upcoming challenges, and proactively respond from a big picture strategic thinking or rolling up the sleeves and getting things done. Grows revenue and achieves goals in a financially disciplined approach and can persuade partners and other key stakeholders to drive results regardless of organization boundaries and relationships.

Owns and swiftly breaks down impediments that prevent forward movement, analytically minded with a strong understanding of how to structure, manage performance on multi-channel platforms, and communicate risk in projects early so that mitigation steps can be taken. Precisely establishes and drives clear service and cost commitments. Makes certain teams and supporting departments work together in creating and delivering timely objectives by increasing collaboration and identify a willingness to change and create or embrace new ideas. Provide support to ensure key stakeholders have access and visibility to meaningful and actionable data.

Inbound Sales, Retail Support, D2D, and Customer Care programs operational 24/7 to meet service level agreements and achieve financial expectations for internal and external leadership. Grow profitability by 50% including revenue, seat utilization, and retention through a positive wok environment created by employee engagement/empowerment. Ensures each project has proficient training, staff development, and effective employee recognition programs. Plan and assign work for staff in accordance with the organization’s policies and applicable legal requirements. Provide leadership to direct reports to guarantee consistent performance by conducting regular one-on-ones to review performance, define measurable action plans that resolve concerns, and offer on-going support. Selected accomplishments:• Ranked continuously in the Top 10 amongst 50 internal/external strategic partner sites on a Balanced Performance Scorecard; Holding the #1 position in the Second and Third Quarter first year of launching new project• Launched multiple, large size, successful new sites from the ground up: 650- 1,000 seat centers• All sales projects consistently convert at 15% above contractual conversion goal while sustaining a 3-5% cancellation rate on all issued sales orders• Best in Class NPS/Customer Service scores: 80% or greater for 2 years consecutively

Facility with over 600 employees/seats, solely responsible for $36 million in annual revenues and reported directly to the CEO. Implemented and directed all daily Operations/Activities including Supervisory, Training, Quality Assurance, and Human Resources functions. Performed Marketing and Account Services for Top Fortune 100 companies in a B2B, Consumer, Collections, Sales, and Customer Care call type. Develop actionable plans to balance short/long range goals while ensuring project completion is timely and effective. Conduct weekly, monthly, quarterly and end of year business reviews with the client. Prepare monthly program charges for client invoicing and document all meetings/conversations with internal departments and clients.Selected accomplishments:• Reduced labor cost 20% company-wide and trimmed overall operations costs by $1.5 million• Fueled customer satisfaction and reduced attrition by over 50%• Managed P&L, $36M annually• Directed Implementation/Onboarding project efforts for multiple clients onshore and offshore of varying size and scope

Managed client implementations, daily reporting, and Key Performance Indicators. Exceeded all Sales and Service Level goals. Crafted new procedures to maximize on-time delivery, meeting or exceeding client expectations while driving profitability and reducing costs. Reviewed daily performance and pioneered solutions to immediate and enduring issues. Maintain a working knowledge of the entire call center operation as well as project operation. Work with Quality Assurance to ensure consistency in call evaluations and with Workforce Management to ensure forecasting and staffing needs are aligned. Interact and consult with Human Resources on matters of recruiting, training, hiring, accountability and discharge.Selected accomplishments:• Improved Average Speed of Answer from 24 minutes to less than 30 seconds• Attained 92% FCR (First Call Resolution) rate• Improved Quality from in-measured to 96%• Managed $4M annual Operating Budget

Designed training curriculum for new hires which later became the foundation of the company’s salesmanship and customer service program. Designed training programs for sales department to succeed from day 1 while in training. Conducted supervisory and management training to increase new hire graduation, deliver continued education training post new hire, and ultimately restoring profitability to the business.Selected accomplishments:• Built Formalized New Hire Training, Ongoing Coaching and Developing, and National Quality assurance• Trained over 2000 Agents, Supervisors and Trainers to succeed in Inside Sales, Collections, and Telephone Customer Service for multiple Fortune 500 Clients• Trained Business Managers, Senior Supervisors, Supervisors, Teams Leads, and Agents on Harassment in the Workplace, Americans with Disabilities Act, Family Medical Leave Act, and other legal workforce issues• Attained Quality Assurance improvement from 89% to 96%

Call center sales and customer care environment with 75 employees, Fortune 100 companies/clients. Managed daily activities and reporting of the blended Contact Center consisting of Customer Care, Inside Sales, Technical Support, and Data Entry. Planned and implemented policies and procedures that highlighted sales growth, client relations, teamwork, and efficiency. Monitored, coached, and developed each agent to ensure goals were met on a consistent basis.Selected Accomplishments:• Outperformed Competitor Site by 6% in Sales Conversion• Attained 8% Quality Assurance increase• Increased Inside Sales performance by 24%• Oversaw design, testing and implementations of new data entry system