I founded Amusement Advantatge, Inc. in 1996 with my wife Christine. As the only exclusive mystery shopping provider to the amusement industry, Amusement Advantage is dedicated to providing a critical look at the guest experience at attractions through custom-tailored measurement programs including mystery shopping, exit, phone and web surveys. Amusement Advantage's programs for monitoring guest satisfaction provide the detailed feedback attractions professionals need to enhance your training and staff development initiatives.

· Handled inbound calls and live software presentations related to functionality and system architecture.· Ascertained client needs and sales opportunities and maintained customer relationships/accounts.· Troubleshooted and documented technical issues and coordinated with support and operations groups.

Managed all daily operations of 75-seat call center (150 FTE’s). Oversaw change control process of business critical CRM database. Coordinated support of credit department from separate workforce management, training, quality assurance, facilities and information technology departments. Interfaced with vendors to ensure quality goals and contract obligations met. Developed 5-7 supervisors and 3-5 lead agents in coaching and development of agents using performance metrics. Partnered with credit policy manager and business credit analysts to ensure credit policy compliance. Worked with market /store managers regarding escalated account and customer issues.Selected Contributions:• Directed complete overhaul of of training curriculum that reduced new hire ramp up period.• Implemented Supervisor On Duty Program and increased service level accountability, raising level by 4%.• Increased quality monitoring program to double the number of reviews completed monthly.• Instituted agent adherence monitoring program, increasing productivity by 8% in 2 months.• Coordinated department increase from 50-75 seats and 100 – 150 FTE’s.

Call Center Operations / Assistant Manager Managed daily operations of a 175-seat call center (150 - 450 Total FTE’s). Planned, evaluated and directed workflow to meet call volume (9,000 average calls per day) and ensure proper staffing to handle any crisis or contingency needs. Coordinated client initiatives and technology implementations in conjunction with internal and external product, sales and operations teams. Managed performance and development of 12-22 member supervisory staff as they supported teams of 10-35 agents. Assisted with hiring, performance coaching, appraisals, promotion and termination of employees. Interfaced with corporate management and other call center management to analyze enterprise performance and develop strategies. Coordinated with Telecom and IT staff to monitor all systems and applications. Directed operations across entire enterprise as weekend Manager on Duty.Selected Contributions:• Implemented team environment fostering employee interaction and supervisory empowerment. Led to redefined leadership structure throughout organization• Organized and streamlined help-desk operations and setup standard operating procedures which became enterprise benchmark• Spear headed flexible workforce management and quality assurance initiatives, which were used to model formal departments in all centers• Increased awareness of Key Performance Indicators (KPI’s) by creating comprehensive Team KPI report for all 3 centers utilizing custom ACD reporting• Assisted with the reorganization and ramp up of 275-seat center in Lynn, MA and the closing of 150 seat center in Waltham, MA• Transitioned to paperless environment via department Intranet. This enabled the consistent and timely dissemination of information to representatives• Implemented custom database applications to increase efficiency of reporting, data compiling, employee requests, and analysis functions

-Handled in-bound calls / customer service responsibilities-Dispatched drivers and tracked location and status of shipments-Managed operations department in absence of manager

-Assisted Games Director with all operations of the games department.-Managed guest relations, loss prevention and inventory activities for department.-Coordinated the complete revision of all department training procedures and materials.-Trained, scheduled, motivated, evaluated, promoted and terminated employees.-Dispatched police, medical, and management staff and handled inbound phone calls (part time).