Recruited to lead turn around effort in troubled Technical Help Desk environment. Identified and implemented strategies to improve agent efficiencies, streamline and document processes and improve employee morale. * Created first “new hire “training manual; organizing and delivering first coordinated training class for new hires* Re-invented the salary structure in the Call Center, introducing hourly, contract, and part-time employees to the Call Center. Identified high performing employees and adjusted their pay commensurate with their contribution; * Organized IVR to deliver customers to agents faster by eliminating unnecessary queues, realigning VDN’s and changing confusing voice prompts to be friendly and more concise* Introduced MBO philosophy to the Call Center population; introducing individual and group goals along with new reporting to provide feedback and track results * Implemented new CRM system replacing outdated legacy system * Part of team that implemented new company-wide phone system replacing legacy system

AC Nielsen: Workforce Management & Optimization Leader 2008 - 2009 Selected to lead the implementation of business critical workforce management strategies and technology solutions. Manage team of 2 forecasters, 7 schedulers, and 20 analytical and support staff members for a 700+ agent call center network in 3 locations. Collaborate with peers in call center operations to meet and exceed key performance indicators. Developed first ever call center wide 12 month capacity and hiring plans now considered critical to business by Recruiting and Operations Leadership.Completed full spectrum analysis of Workforce Management infrastructure including team assessment, process documentation and technology requirement analysis. Created a comprehensive nine-month optimization plan that will yield over $250K in annual cost savings

Managed 350+ employees with a direct report staff of one Director, six Managers and a total management team of twenty-five. Dotted-line director to team of Project Managers and Analysts. Direct accountability for all aspects of inbound and outbound call center operations including workforce management, training and quality, sales and customer satisfaction. Led the complete reorganization of the call center resulting in the ROI positive implementation of skill based call queues, sales incentives and expansion to a global call center network with locations in Texas, Panama and Australia. Increased average queue occupancy from 40% to 87% resulting in $1.6M in annual savings through the strategic implementation of advanced workforce management technology and collaboration between operations and staffing leaders.Improved average sales conversion rates by 30% and generated over $80M in incremental revenue by hiring, developing and leading a high-performance leadership team in the launch of an agent-accepted and customer-friendly sales culture.

Managed 300+ employees and a leadership staff of 30. Led the group through an accelerated growth cycle; doubling associate and management headcount in less then eight months. Partnered with Forecasting and Staffing, Marketing and peer Group Managers to seamlessly direct an inbound call center that serviced both internal and external customers. Achieved and maintained a better than goal associate attrition rate of less than 5% during my tenure.Delivered $30 million in balance transfer revenue as a direct result of launching a specialized call group that offered customized products to high-end account holders.Opened over $16M in additional credit lines by implementing process enhancements that directed specific customers into a cost-effective VIP approval process.

Controlled inbound call center and account management functions. Identified strategies for increasing efficiency and revenues through improvements in: employee recruitment, training, incentives and recognition programs. Implemented workforce management software to improve call forecasting capabilities. Acted as liaison to the sales force responding to requests for proposals and securing agreements with leading clients in healthcare, pharmaceutical and travel industries.Decreased inbound abandoned rates from over 20% to less then 5% while doubling inbound sales conversion rates.

Managed AT&T's largest outbound telemarketing consumer acquisition program; leveraged six external vendors to complete over 100 telemarketing campaigns and over $1 million in new consumer acquisitions per year. Led team of Program Managers in creating strategic relationships with business partners in banking, retail, home security and not-for profit industries.Successfully managed a $60 million budget by maximizing all marketing and operational strategies.Expanded consumer acquisitions for AT&T by 41% within 2 years, with a record breaking outbound telemarketing campaign yielding $60 million in additional revenue.

Conducted in-depth assessments of workforce management practices for Fortune 500 companies, developed customized solutions and coordinated implementation. Led team of WFM Specialists and Trainers in developing and executing custom designed training protocol aligned with the WFM solution developed for each individual client organization. Progressively trusted with larger contracts and high-profile clients.Led timely and cost-effective Workforce Management Solution implementations at over 60 client organizations.Conducted analysis and provided solutions to industry leaders such as Continental Airlines, Mead Data, MTI/Apple Travel and The Company Store.