Dynamic Human Resources Executive with 20+ years of executive management experience in financial and health care services organizations. Lead key strategic responsibilities including: Talent Acquisition, Talent Management, Organizational Design & Development, HR Operations, Labor Relations, Training, Internal Communications and Employee Engagement.Also responsible for RCA's Intervention Team that is known for having the highest ethical standars in the industry and a success rate that gives real hope to families, loved ones, and Patients. Over 1,000 Interventions performed annually.

Lead Customer Contact Center for Recovery Centers of America's Mission Center start-up operations. This includes managing Inbound and Outbound calls tailored to place Patients into recovery treatment for substance abuse addiction. Specific departments managed include: Customer Service, Quality, Training, Workforce Management, Communications, Outcomes, Recruitment Support, Human Resources, and Patient / Family Intervention. Primary projects overseen are Mission/Vision/Values statements & implementation, Enterprise Steering Committee, Enterprise Performance Management, Company Customer Satisfaction, Patient Satisfaction, Employee Engagement, Outpatient Operations, newsletters, internal branding, and Applicant Tracking System. Committee Participation: Employee Engagement Chairperson, Enterprise Steering Committee Lead, Safety Committee Member, Compliance Committee Member, Policy & Procedure Committee Member, Emergency Management Committee Member, Privacy Committee Member

Vice President responsible for domestic and offshore call center operations for private, commercial and federal loans supported by more than 1,000 specialists and managers.

Managed Customer Service for 5 call centers in the U.S. and Canada overseeing the efforts of 2,500 call center specialists.

Responsible for all Bank of America Europe Card Services in Ireland, with responsibility for all operations in the Dublin and Carrick-on-Shannon offices employing over 1,000 associates. Products managed include credit card and unsecured loans.

MBNA Ireland employs nearly 1,000 people supporting Credit Card and Individual Loan portfolios for both UK and Ireland. Operations include Credit, Customer Satisfaction, Customer Marketing, Telemarketing, Collections, Customer Research, and Customer Retention.

Oversaw collection efforts of over 200 people for early stage delinquency with reponsibility of several hundred million dollars in outstanding unsecured loans at risk. Also, oversaw Education, Customer Listening and Incentive Programs for six regions / 1,500 people.

Responsible for 3 Customer Marketing Activation Call Centers in the Northeast Region based out of Camden, ME. The primary objective was to welcome, onboard and build balances for new customers to the company.

Directed the start-up of our Southern Regional Customer Service Operation. Oversaw the recruitment, facility planning, hiring, education, workforce management, capacity planning, and call center operations.

As Department Manager for various positions in Customer Service and Telesales, I my goals and objectives ranged from achieving targeted new accounts, cross-selling new products, back office processing, speciality business units, incentives and customer experience.

Responsible for all aspects of Human Resources including Recruitment, Interviewing, Hiring, New People Orientation, Compensation & Benefits.

Selected to join the company in the highly sought after and prestigious Management Development Program. This program was designed to nurture high potential leaders by rotating them through multiple lines of business and assign them to a senior executive mentor throughout the program until ultimately begin placed in a managerial position.