In the most recent job role, I manage site operations, financials, and account performance, focusing on boosting operational efficiency and profitability. I oversee multiple client accounts, varying in scale and complexity, ensuring customized service delivery and high client satisfaction. I champion a culture of teamwork across departments, driving collaborative efforts to meet performance and financial targets. My strategic initiatives enhance employee engagement, morale, and retention, resulting in greater commitment and reduced turnover. Additionally, I successfully monitor and turn around performance for critical financial services accounts, securing additional business across multiple sites through enhanced service delivery.

During this tenure, I directed all day-to-day business operations within Chime Solutions call centers to guarantee seamless operational flow and superior service delivery. I also managed client relationships and drove operational improvements to significantly increase revenue and profitability. • Developed and executed strategic business unit (SBU) strategy to improved communication and teamwork, while aligning efforts with client objectives and enhancing operational success.• Spearheaded leading US-based BPO service provider to deliver high-touch contact center solutions and optimize service delivery for major clients in healthcare, telecommunications, and technology sectors.• Onboarded nine new accounts in 2022, generating an additional $12M in revenue and expanding market presence.

I oversaw strategic operations and performance across IT, Reporting/Business Intelligence, and Inventory Management to optimize global call center operations. My role involved enhancing efficiency and effectiveness across multiple sites, ensuring seamless integration and operational excellence.• Served as an industry-leading provider of telecommunications management and BPO services, while managing over $100M in operations globally and catering to diverse client base, including large corporations, SMEs, and healthcare professionals.• Conceptualized and launched innovative data warehouse and business intelligence tools, leading to new client-level dashboards and customized reporting capabilities, while achieving reduction in support staff requirements.• Streamlined performance metrics across all operations teams, while fostering financial responsibility and achieving 15%+ reduction in cost per sale.• Generated $1.2M in revenue in first year by successfully managing and expanding client relationships and initiating new sales division.• Led cross-functional project to enhance operational systems, including developing mobile order entry application that reduced call center average handling time (AHT) by approximately 40%.• Improved customer experience and retention strategies and secured additional $500K in annual revenue

I developed a business strategy that streamlined operations across both legacy and newly acquired call center divisions, optimizing account profitability through process enhancements, KPI redefinition, and reporting standardization. Additionally, I evaluated existing tools and championed technology upgrades across operations to significantly improve customer experience.• Increased agent utilization by over 20% through implementation of new organizational structure and integration of Pipkins workforce management (WFM) software across various locations.• Led project to integrate streamlined Interactive Voice Response (IVR) systems into Customer Service and Sales Support Departments to boost customer satisfaction and resolve call reporting discrepancies.• Proposed new campaign management strategy for outsourced call center division and enabled executive team to identify underperforming accounts and reallocate resources to maximize profit.

I managed all facets of operations, encompassing P&L accountability, budgeting, and continuous improvement initiatives. My role focused on optimizing processes, enhancing client and vendor relations, and overseeing employee recruitment and training, ensuring operational excellence across the board.• Drove effective sales and marketing channels as $60M+ multi-channel direct response company to enhance customer acquisition for prominent consumer brands, including DIRECTV, ADT, and AT&T.• Oversaw strategic and tactical planning for $50M home services division to meet short- and long-term B2B/B2C sales objectives across satellite TV, broadband internet, and home security products.• Maximized conversion rates and streamlined competitive cross-sell strategies, while driving annual sales revenue from $27M to $50M.• Reduced operating expenses by over 15% by boosting operational efficiency through staff reallocation, compensation plan redesign, and new technology deployment.• Generated an additional $500K in annual revenue by launching division's first successful outbound calling programs.• Increased broadband sales by over 400%, with annual revenue escalating from $100K to more than $600K.

In this role, I managed all customer acquisition, satisfaction, and retention activities within large outsource call center, resulting in improved customer relations for DIRECTV account. Additionally, I analyzed data to pinpoint broken processes and inefficiencies as well as develop effective training, QA curriculums, and continuous improvement processes, leading to enhanced overall performance.• Boosted close rate for mentioned client by 45% by upgrading scripts and enhancing training and skill development processes.• Enhanced team morale and decreased employee attrition by 40% through implementation of robust employee recognition and retention programs.• Successfully launched additional operational capacity by leading an expansion project for second call center and overseeing site selection, lease negotiations, space planning, technology deployment, and staff recruitment/training.