Served as the Commercial Contact Center Site Director supporting commercial and consumer customers for US and Canadian operations for PC, Print and non-technical customers. Managed day to day operations to drive customer satisfaction, agent efficiency, and employee engagement in a technical contact service center. • Provided ongoing leadership to a 200+ employee commercial call center within a multifaceted organization including front line contact center agents, supervisors, managers, support operations and training. Additional overall management of a service segment of significant scope and complexity at the country, region and worldwide level.• Development, implementation and governance of product service or solution portfolio lifecycle management, revenue growth programs through the appropriate routes to market. • Developed management training curriculum and employee score cards to increase overall performance and accountability.• Driving revenue, profit and the Total Customer Experience (TCE) goals for multiple segments through continuous coaching and feedback, training, and performance management.• Develop strategy and set policy and direction to meet and exceed all performance targets.• Fully accountable to drive operational success, strategic alignment and integration of activities with other major organizational functions across the commercial business.• Act as a key advisor to on site and remote executive management in influencing the strategic direction of the business.• Implemented processes in ensure adherence to PCIDSS security compliance.• Work cross-functionally to enable customer facing service professionals to service customers efficiently and flawlessly. Improved Net Promoter Score by over 60% in 2018 YTD. • Recruit, train and develop top talent to create a high morale, high performing, and engaged services culture.

• Oversee the day-to-day activities of Telephone Supervisors and Team Leads, interviewers, and clerks, within the various functional areas of Telephone Survey Support Operations.• Supervise more complex components of a specific study or studies, including maintaining and improving quality and performance standards as well as attendance and service levels.• Identify problems and operational gaps and propose solutions to improve efficiency.• Perform routine project and production tasks.• Ensure compliance with project and organizational policies and procedures.• Serve as a role model for Interviewers, Team Leads and Supervisors, and consistently act with integrity and professionalism.• Manage the delivery of training programs through training and coaching of team members, ensuring that training requirements are met, and deliver training as needed.• Manage survey sample as appropriate with network team.• Manage the production floor daily, including overseeing all Floor Operations activity, working with the Production Assurance Team to resolve production outages.• Manage interviewer infractions, facility issues, and opening and/or closing the production center.

Director | Customer Service | Call Center | Operations | Leadership | Process Improvement | KPI.

Managed day to day operations and customer Relationship Care, (RC), strategy for our Platinum Customer base, while leading a team of 11 exempt direct reports and 125+ customer care professionals at the directorate level an 23 leaders and 250+ at the skill level. Continually revised and customized RC strategy that focused on providing world class customer care by connecting with our premium card-members, resolving their concerns at the first point of contact, as well as educating them on the specific value and benefit of Platinum Card Membership in order to drive increased spend and customer loyalty. This strategy was reinforced by ensuring that all Leaders and Customer Care Professional were personally familiar with the premium customer experience and able to relate this back to our customer.In addition to the above, specific responsibilities included:o Managed high volume call center ensuring Service Levels, Abandon Rates, and Absence% met or exceed expectations of 80%, 2%-4%, less than 8% with 2MM calls handled at the directorate level, 3.8MM calls at the skill levelo Consistently focus on training and development of Team Leaders to ensure delivery of the highest levels of engagement for front line customer care professionals and high value customerso Partner with Operations Support team to ensure appropriate staffing levels are managed and maintained in order to exceed all KPI targets.o Focus on driving extraordinary customer care through Team Leader and CCP call listening and calibration sessions, individual and group feedback, observations, etc.o Consistently drive RTF to world class levels exceeding 78% or 79% monthlyo Consistently drive Excellent% to monthly results exceeding 80%o Developed process improvements to help drive productivity, customer satisfaction, employee engagement and reduce absences o Consistently worked with Marketing partners to ensure smooth implementation of benefit enhancements and changes

Led ongoing operations for specialty skills for 9 direct reports and over 100 customer care professionals handling multiple Co-branded, bi-lingual, Interactive Servicing, and Lending on Charge credit card products. Developed a high-performing team culture as well as managed responsibility for day to day call center performance, in addition to employee satisfaction, engagement, and development. Consistently managed and drove results for various employee, customer, and shareholder metrics. Particularly Recommend to a Friend (RTF), availability, occupancy, CHT and employee satisfaction.

Led credit and collection efforts for multiple card member segments through various stages of delinquencies from current through cancellations. Managed a team of 8 supervisors and 80 credit analysts in collection efforts of a $80MM - $100MM charge and lending portfolio. Additional responsibility included all credit and collections measures including capacity planning, customer satisfaction, employee engagement, and overall people leadership.

Led a team of 6 project leaders in the Business Transformation Group responsible for process improvements and reengineering projects. Specific projects included enhancements to the credit service platform, development of online performance management and reengineering support for a department of 700+ employees contributing to annual savings of over 4MM as well as increasing productivity by over 15%.Certified as a Six Sigma Black Belt in March 2001.

Responsible for leading a team of 2 leaders and 18 auditors accountable for call and account monitoring for policy, procedure, quality, and compliance for over 700 front line Credit Analysts. Provided monthly updates to senior leaders on adherence rates and performance gaps as well as strategies to address and close any audit risk opportunities.

Held various positions with increasing empowerment and responsibility from entry level Credit Analyst, to Team Leader, to Project Leader.

Led a staff of 15 sales associates and 2 merchandise handlers responsible for all aspects of department management for hardline goods.