20+ years Call Center Sales and Service (Retail/Wholesale/B2B/Network/Ecommerce/Distributors/Manufacturers)20 + years of management experience in a customer service environment with a track record of leadership success including creating cultures of continuous learning and improvement. Customer Care Center Business & Systems ProcessesManaging internal, cross-functional and remote teams (Full time, Part-time, Contract, Union and Temporary employees)Start-up and restructuring departments – private and global companies Warranty / Repair / Returns and reverse logistics managementWrite, facilitate and maintain processes and procedures Script and Survey creation, collection and result reporting that improve customer interactions while standardize customer service within the company’s guidelines and policies and maximizing the number of interactions each agent handles. Recruit, hire and train of best-in-class customer service personnelDefining operational goals and manage performance metrics to drive productivity and promote excellent service.Experience managing a customer centric call center that handles calls from individual consumers. Provide Supervisors and the Manager with regular performance feedback on the agents.Participates in the design of quality monitoring forms and quality standards.Ability to work under pressure, juggle multiple projects and handle the unexpected.