Director of Business & IT Transformation, specializing in Financial Services.

Responsible for assessing the client’s current call center environment (operations, technology, network architecture and organizational design), identify opportunities for improvement and design future state solutions that deliver operational improvements. Responsible for all of the normal project planning and controlling activities such as scope, schedule, and budget management. Lead business representatives and development teams through requirements definition, functional specifications, detailed design, coding, testing, operations training, and implementation activities.

As an independent consultant and advisor with Blackmore Partners, LLC I participate in the search and valuation of Call Centers, Contact Centers and BPO industry practices. I am searching for networks with revenues between 35-150mm for Private Equity purchase. As an independent consultant I can help you take your Call Center or network to the next level by providing guidance and process improvements.

Recruited to lead consolidation of 6 separate telephone systems for a $350 million public firm (NYSE AFFM) providing non-standard automobile insurance to individuals in 12 states. - I played key role in 3% EBITDA increase, for a total of $38 million in 2011 profit from Retail Division.- I launched / Optimized 5 Departments as Original Role Was Expanded in Recognition of Superb Executive Leadership.- I lowered overhead, improved customer service, and set the stage for ongoing fiscal and CS excellence.

Hired to lead 15-member team in establishing world-class, scalable operations to support growth of an innovative eCommerce and Website Development startup. - I lowered Overhead 64% and Grew Revenue 170% by Channeling Ideal Clients into a Highly Optimized, Scalable System.- I cut development costs 120% for client websites without compromising quality. - I added $300,000 in site development and $162,000 in recurring hosting sales.

Appointed by this Public company (NYSE INFO) providing direct-to-consumer information and concierge service to launch and manage a 24/7 call center with a team of 400 handling up to 3 million calls per month WITH P&L accountability of $10 million. - I consistently Met SLA of 99% Uptime Through Careful Hiring Practices and Development of Lean Operations.- I delivered retention rate 360% above industry average and 150% above company average. - I boosted agent efficiency to 87% b- I provided a clear metric for assessing overall performance with regard to quality of service, cost of labor, and number of calls processed per hour. - I turned around 3 failing locations and opened 4 new call centers nationwide.

Appointed by a $100 million direct-to-consumer provider of high-quality meats and groceries to head operations of 3 telemarketing centers and sales teams. Charged with P&L responsibility for approximately $6 million in revenues.- I drove improvement from poorest-performing region in the company to one of the top 3. - I was promoted to Senior Vice President and asked to train RVPs based on profitable turnaround of failing locations nationally and launches into new markets.