Manage day to day operations of call center functions focusing on handling incoming calls for Centers for Medicare and Medicaid Services (CMS). Responsible for managing 7+ teams of supervisors who support teams of 130+ front-line associates at any given time. Includes analyzing, reporting and educating teams through the consumer/client lens while supporting the business efforts to build and promote the understanding of the company goals.

Established call center for mechanic shop and emergency road assistance services for starting company. Managed emergency road service repair operations in 8 sites across Texas and New Mexico.

Responsible for managing call center and day to day business operations in the transportation industry. Train and develop employees, document processes and procedures, perform Human Resources functions to include interview and hire employees, on-boarding process and benefits.

Trained new customer service representatives and management staff in the US Customs and Immigration Services aspects of the business. This start up project focused on the opening of the new call center for USCIS. Assisted site manager in the start up process from hiring to day to day operations of the call center.