Responsible for management of small business goals (i.e., operational metrics, profitability increase /weekly payroll / company expenses /productivity, client/customer satisfaction) and oversee daily activities while managing 8 crew members. Set targets and lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational key performance indicators. Coordinate change control requests and ensure appropriate action is taken to correct any shortfalls. Enforce adherence to all company guidelines, operational and safety policies and procedures. Developed strategic business plans to expand commercial client lists while ensuring professional follow up & consistent communication.

Responsible for management of client and corporate goals (i.e., operational metrics, profitability to EBITDA/productivity, client/customer satisfaction) and a monthly revenue upward of $600,000. Monitor and oversee daily activities while managing 200 full-time call associates, 15 call floor managers, and professional staff. Set targets and lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational key performance indicators. Coordinate client change control requests and ensure appropriate action is taken to correct any shortfalls. Enforce adherence to all company guidelines, operational and safety policies and procedures. Achievements: Developed and implemented specialized customer satisfaction initiatives at this facility which were adopted for use at other partner sites. Prepared numerous enhancement materials focusing on quality, customer satisfaction, increased sales and call core metrics. Awards: Finalist, Q2 America’s I Make a Difference Award/Best Coach (2008); Q2 America’s Best Management Team (2007).

Supervised up to 65 call associates. Met with support staff regarding current trends, opportunities and training guidelines. Analyzed procedures and if necessary, recommended changes that improved the work process. Developed call associates for an additional 3-weeks after completion of classroom training (i.e., monitored quality of calls and ensured they met key performance metrics). Enhanced training materials which increased product knowledge and competency.

Earned corporate certification from Leadership Academy (Nashville, Tennessee) and became an instrumental team member that developed and implemented site level management policies and procedures.

Supervised a team of 25 inbound call associates for quality and key performance metrics. Prepared reports and communicated goal attainments to operations manager. Consistently met goals for number of call evaluations per week, etc.

Oversaw daily outbound operations in the absence of the manager. Coached team leaders for skill expansions and promotional opportunities. Supervised call associates and achieved consistent key performance metrics.

Opened dialers and performed dialer management duties to ensure abandon rates were below threshold; prepared daily client and internal reports. Performed one-on-one development with call associates.