I am passionate about guiding organizations on how to turn the customer journey from data into action! I help Partners discover how to use targeted quality analysis to leverage CX data for continuous process, employee and overall customer satisfaction improvements. I believe employee centric cultures that strive for the ideal customer experience every time can be achieved through intelligent metrics, thoughtful Leadership, and cutting edge technology that brings the customer experience into daily, laser focus for frontline employees. I am an influencer, disruptor and impact player with more than 20 years of experience in global support contact center operations, management development, business analytics, training and quality assurance. Applying a dynamic skill set, I have overseen quality assurance and service operations for 7 BPO companies, in 17 locations, across 3 continents. Always with the end goal of improving the employee experience in mind, I led award winning project and program implementations driving measurable change and improvements in service handling standards within several large-scale BPOs.I embrace new challenges, consider all feedback a gift, and apply servant leadership principles to manage vendors, projects and remote teams. I tactfully assess processes, evaluate performance and apply Lean management techniques to solve complex problems. SPECIALTIES: Global Omni Channel Partner Manager, BPO Strategic Operations, B2B, Call Center Performance Management, Lean Six Sigma, CEM Coaching, Contact Centers, Leadership, Strategic Operations, Strategic Partner Manager, Efficiency, Project Management, Technical & Organizational Expertise, QA Coaching, Mentoring, Remote Client Monitoring, ACS/NPS, Nexidia, Call Miner, Process Improvement, KPI Analytics/Solutions, Customer Success Director, Cross Functional Collaboration, Strategic Partnerships, Data-Driven, Self-Starter, Innovator, Remote Team Manager, Communications Specialist, Flexible, Fair, Digital Transformation/A.I.