Leading teams of exempt and non-exempt employees that support the workforce management, operations command center, back office processes, and technology infrastructure for the Customer Care contact centers. Responsible for the management of Care Center technology, call routing/IVR schemes, user acceptance testing, workforce planning, center capacity and floor planning, reporting, and operational analysis.• Support the delivery of operational technology and reporting improvements across the Care Organization, such as telephony transition from ShoreTel to Genesys, ProQA implementation, product and systems UAT testing, call routing improvements, and other network and systems integration. Develop ROI and Care system priorities and manage deployment across the care centers• Launch Care Tools implementations and User Acceptance Teams— Analyze and prioritize the Care Center systems requests to develop ROI and system requirements for the technology improvement roadmap for the Care Center. Provide final user acceptance testing for system and product changes across the contact center• Actively manage assigned department $4.6M Budget and provide planning for $75.7M overall Care budgets, forecasting, scheduling, and real-time management of 6 onshore centers and over 850 FTE using Genesys. Maintain expertise regarding contact center best practices. Utilize expertise to help drive strategic agenda• Provide leadership oversight and mentoring for 5 managers and 5 supervisors, and oversight for an extended team of over 75 employees, providing planning, technology, and support services for agents in multiple center locations☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT BEST BUY HEALTHBest Buy Health is here to help enable care and support personal connections using our world-class omnichannel capabilities, distribution and logistics, strong analytics, in-home services, and compassionate Caring Center call specialists

★ Founded a company that provides business services consulting and workforce optimization solutions to client corporations with call center functions.★ Advised clients on strategic planning, best practices, workforce management, and technology support services.

★ Retained and promoted following the acquisition of the activation business of Synchronoss Technologies in 2017.★ Directed two operations managers, ten supervisors, and 27 team leaders overseeing the performance of over 550 contact center representatives; managed technicians, budgets, leases, and contracts for 10 locations.★ Credited with consistently meeting or surpassing budget, revenue, and margin targets.★ Led on-site analysis and training at multiple call centers, increasing customer satisfaction scores by 39.7%, boosting quality assurance by 9% and securing a 111% increase in Willingness to Recommend.★ Managed vendors throughout the United States, Canada, Central America, and the Philippines; negotiated a key agreement that lowered annual costs by $60K.★ Oversaw the Project Management Office (PMO), supervising a project manager and four project coordinators responsible for executing enterprise-wide projects.★ Led the Global Workforce Management Team, engaged in the forecasting, scheduling, and management of 10 domestic and international contact centers with over 4,200 employees and a budget of $160M.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT SEQUENTIAL TECHNOLOGY INTERNATIONAL LLCSequential Technology International (STI) is the trusted BPO partner of wireline/wireless telecommunication, broadband, cable/MSO, and satellite service providers.

★ Exercised P&L accountability for a $30MM portfolio of programs and four global contact centers handling 5 million calls each year.★ Supervised nine direct reports and over 430 indirect reports managing over 700 contact center agents in Arizona, Pennsylvania, Canada, and the Philippines.★ Measured contact center performance using a Balanced Scorecard method; attained a 120-point increase in TACRIFT, a substantial gain in Net Promoter Score, and a 95-point increase in Net Representative Satisfaction, coupled with a 17% improvement in First Call Resolution.★ Lowered overhead by 40% by opening a contact center in the Philippines.★ Contributed to the launch of the $30MM AT&T Web Assistance Center program, representing one of the largest program launches in the history of the company.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT SYNCHRONOSS TECHNOLOGIESSynchronoss (NASDAQ: SNCR) offers cloud, messaging and digital products supporting hundreds of millions of subscribers across the globe.

★ Maintained authority over six team members overseeing 400 agents providing customer service, technical support, and help desk services, with a $28M budget.★ Produced over $1.2MM in annual savings by consolidating support processes and product line cultures.★ Reduced the contact volume for a major tax product by 20% through improved customer service processes.★ Led negotiations with vendors to eliminate over $600K in annual technology expenses; improved internal controls and negotiated contracts to produce an additional $220K in annual savings.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT CCH INC.CCH is a provider of information services, software, and tools for tax, accounting, legal and business professionals.