Contract position- Manufacturer and distributor of various consumer products to retailers. Outbound Call Center Sales Manager: Building and Managing of an in-house call center/B2B sales team. Evaluating the department’s performance, strategy and execution. Utilized Five-9 System.

Temporary PositionLeading retail & ecommerce provider of women’s clothing and accessories.Senior Account Manager: Directed operation of customer care center for client CHARMING SHOPPES, including training, supporting, and leading customer care professionals in call center environment. Managed team of 50 employees. Interviewed and hired personnel to ensure adequate coverage for all shifts. Implemented projects, process improvements, procedures, plans, and policies to meet customer service level agreements and ensure customer satisfaction / retention. Coached customer care team members. Built rapport with customers to resolve escalated calls. Created working environment that promoted teamwork and self-improvement. * Maintained required client Service Level during Holiday Season with a record breaking 35% increase in calls 23% over forecast.

Responsible for providing management and leadership to the Outbound Sales Call Center; Reorder & Retention and Customer Service Staff, for this privately owned national supplier of Diabetic Supplies and Durable Medical Equipment.

Supervisory and administrative responsibilities in directing the activities in the Customer Service Division to include the areas of Customer Service, Collections, Cash Receipts, Utility Billing and Utility Meter Reading and Services. Responsible for activities of employees engaged in the collection of delinquent accounts; the receiving and recording, and depositing of monies for the City; responding to customer inquiries/complaints; establishing or terminating utility services for all City utilities customers; multi-service utility billing; utility meter reading and maintenance. Utility customer base of approximately 30,000 and 2.8 million dollar Divisional budget.

Responsible for providing management and leadership to the operations staff comprised of the Call Center; Reservations and New Referrals, Translations, Dispatch, Customer Service, Quality Assurance, DME, Sales and Human Resources.

Responsible for providing management and leadership to the operations staff comprised of the Call Center; Dispatch, Business Accounts, Customer Service, Quality Assurance, billing and Work Force Management. Responsible for the implementation of customer care plans to address the acquisition and retention of customers.

Responsible for determining and maintaining the staffing requirements for 6 supervisory teams, to ensure operation is covered and service levels are maintained.

Responsible for the regional sales and public relations operations of all the satellite branches.

Responsible for the daily operation of the airline at JFK International Airport.

Managed and analyzed the gathering of data about the software market by utilizing sales and marketing information systems. Emphasis was placed on marketing and telephone skills. By keeping the company in close contact with its markets, we increased sales productivity in addition to supporting market programs initiatives.

for Ticket Counter & Gate operations for the airline at EWR International Airport.