Responsible for integrating the existing supply chain support team, Large Parcel Support, into the broader Service Organization while scaling it from 35 to 120 team members; and consolidating delivery driver support from 22 distributed sites to a 50-person centralized virtual team while developing a strategy to support customers and cross functional partners. Demonstrated expertise at scaling and developing newly formed teams and executing against performance objectives.Key Accomplishments Include:Developed strategic forecasting model with a 95% accuracy rateStrategically cultivated employee centric culture raising employee satisfaction scores (eNPS) from 12% to company-leading 65%Chaired quality program overhaul providing continuous improvement opportunitiesIncreased all core performance and efficiency metrics by 5 to 50% and reduced costs per call by 30%Reduced time to resolution by 50% while improving agent occupancy by 25%Spearheaded employee support training "return from leave" improving speed to competency by 75%In partnership with delivery teams implemented processes reducing delivery costs by $1.6M annually

Lead and guide activities of team managers in order to ensure strong operational efficiency while providing exceptional customer experience. Key accomplishments included overseeing a 30% improvement in core productivity, instituting a career development program focused on skills based progression and training.

Responsible for managing daily operations in a service focused contact center providing multiple levels of support for complex customer issues. Successfully oversaw regionalization efforts that involved combining 7 workflows/customer bases while improving operational efficiency and customer satisfaction indicators.

Oversaw operations both domestic internal contact center and international outsourcing activities. Focused on delivering an exceptional experience to high value partner clients including AT&T and energy providers. Key focus areas included work force management, training/process improvement and new site launch operations.