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I oversee the ongoing advancement of Customer Experience for this growing education benefit management company, its contact center and transaction processing staffs. We are transforming the customer experience starting with a state-of-the-art, voice-based telephone system (#USAN with #Amazon Connect) and using that data firehose to provide actionable analytics using the #SuccessKPI quality platform.

For over 10 years, I have been leveraging my extensive customer-facing operational experience and technical acumen to inform customer experience innovation. I special in contact center and call center modernization planning and execution including the move from on-premise to cloud, operational efficiency design and building the "customer segment of one."

Led a customer service transformation deploying the latest contact center and customer service technologies including cloud-based telephony and quality assurance, voice biometrics, robotic process automation, artificial intelligence chat bots and deep integration into our legacy customer relationship management tool. This multi-million dollar project has an astonishing 18 month R.O.I. and includes significant organizational realignment.• Provide leadership and set operational vision and goals for Customer Contact Center Operations ensuring that all activities directly align with department and corporate goals.• Develop strategic and tactical proposals for the department to support company initiatives in the areas of technology, process improvement, compliance, customer service, and service delivery.• Provide leadership, direction, and set goals for the Workforce Management program and team.• Manage all technologies utilized in the Customer Contact Center including workstations / servers, telecommunications, workforce management, audio visual, call recording, CRM, and IVRs.• Responsible for managing the Customer Contact Center project portfolio, prioritization, resource allocation, and engagement.• Manages department’s compliance and audit programs to ensure that current procedures and practices adequately mitigation risk and ensure compliance. • Manage the Customer Contact Center’s Business Continuity Planning and Incident Management plans to ensure proper level of preparedness.

Partner with internal and external stakeholders to identify opportunities to streamline operational processes, improve service delivery quality and reduce operating costs. Lead product design and re-engineering efforts to continually improve the web-based customer experience.

Driving to minimize loan portfolio losses through automotive collateral repossession throughout the United States for a leading subprime automotive lender. Manage a network of independent contractors and in-house skip trace specialists to generate $45MM annual contribution to corporate success.Key achievements include a complete reorganization of operating processes and compensation structure to increase throughput by 15% and reduce overall operating expenses by 22%

Responsible for providing strategic direction regarding operational process design within existing and new business lines. Act as the company’s SME in call center staffing, design and process re-engineering. Also responsible for mentoring associate analysts and providing feedback on their work products.Key achievements include the design of a new product to support medical child support orders in the Title IV-D population, completion of a comprehensive needs assessment project for the company’s 14 call centers, developing several models for accurately bidding call center work within the context of the company’s business lines and implementing a formal peer work review system.

Senior Business AnalystNovember, 2003 – April, 2006Conduct joint application development meetings to assess customer needs and requirements during new implementations or product/service enhancements. Developed functional specifications, functional and user acceptance test plans.Recommend global product and service enhancements based on broad customer experience. Corporate subject matter expert for optical character recognition and electronic document management systems.Senior Operations ManagerJuly, 2001 – November, 2003Served as the Senior Manager responsible for overseeing all claims processing and call activities for a 125 seat, blended-agent call center. Responsible for operational efficiencies, budget control, human resource and customer service activities for a $7 million revenue center processing over $330 million in tuition reimbursement claims annually. Managed ISO 9002 responsibilities for the claims center.Operations ManagerMay, 2000 – July 2001Served as a process analyst to dissect and implement controls and measurements surrounding the highly cyclical nature of the tuition claims processing business unit. Eliminated customer attrition due to process errors and significantly modified the way service agents were screened, hired, trained, monitored and rewarded.Acted as the project manager for the selection, design and implementation of an optical character recognition and electronic document management system (Verity TELEform™ and CEO Image Executive™) reducing the processing time for tuition applications by 300% and reducing processing costs by 30%. This customized solution was nominated for two national awards for excellence in the area of electronic data capture.

Implemented changes to an operating profit center to increase revenue by 20% and facilitated the merging of departmental-specific business systems during the acquisition of two additional managed properties.Managed all operational and administrative functions of a $6 million annual cash receipt business including day-to-day human resource activities, and all vendor contract negotiations with an emphasis on the use of trade andbarter.Developed and delivered the in-house customer service training (“Palace University”) for over 1,500 new hire part-time staff. Acted as Building Manager from 1997 – 1999.