Provide executive-level leadership with $85M P&L accountability for all outsourcing activities in more than 4K vendor partner Call Center Agents in Customer Care/Retention Environment across multiple Geographies (US, Mexico, Canada, Central America, South America, and Philippines). Establish operating model and outsourcing strategy for the division, accountable for orchestrating processes and controls to support contract and relationship management. Deliver detailed vendor assessments and analyze vendor performance against quality assurance and compliance metrics. Ensure effective process changes and program implementation across vendor sites. Administer feedback to vendors on performance. Highlights of Expertise• Strategic Business Planning• Outsourcing Operational Modelling• Budget Administration / Management • Cost Reduction / Avoidance• Vendor Relationship Management • Process Redesign / Change Management• Team Building and Leadership • Customer Service Management • Business Support Services• Client Satisfaction / Retention

Defined sourcing model and vendor management structures, driving deliver against corporate policies and critical vendor relationship management across 5 Sites. Owned strategic sourcing principles and tactical implementation, ensuring capacity and capability of vendors and achievement of strategic and operational objectives. Performed due diligence, contract negotiation, and site selection. Analyzed vendor needs and coordinated resources for training, quality, and customer service. • Effectively managed multiple vendors contracts including Customer Care, Sales, Retention, and Collection contracts – ensuring achievement of all KPIs ang corporate goals. • Collaborated cross-functionally in the analysis of reports and data and identification of strengths and areas of opportunity and integration of improvements focused on boosting efficiency. • Launched innovative outsourcing sector that produced $3M+ in operating expenses through efficiencies gained in effective processes and operations.