VRI provides remote patient monitoring to save lives and preserve independence for people in need and the caregivers who support them. Our solutions go beyond technology and leverage human connection to solve healthcare's greatest challenges with clinical, quality, and engagement programs.

Responsible for 24 Hour Banking Call Center

- Managed Insides Sales Teams responsible for over $350M in annual revenue- Responsible for Bid & Contract Management along with Value Added Services for the utility line of business

• Providing strategic analysis and consultative services in the areas of call center operations and finance.

• Responsible for the planning and maintenance of the annual operating budget and financial forecasts for a $1.2 billion regional telecommunications company. • Created all Board of Director materials for the Communications Group. • Implemented a new product and customer profitability model to improve business decisions.• Led project team that reduced customer credits and bad debt by $1.8 million and $1.5 million respectively.

• Responsible for the company’s call center operations consisting of over 900 agents and employees handling customer care, technical support, and collections calls for all product lines. • Managed multiple vendors in the delivery of call center services to Cincinnati Bell in North America and Asia. Oversight of suppliers included operational and financial performance against goals, call volume forecasting, agent hiring and staffing, quality assurance, sales, and training. • Created $8 million in annual savings through the consolidation and off shoring of 450 agents to the Philippines. • Collaborated with product management to identify barriers to customer satisfaction, implemented action plans, and drove a 15 percentage point improvement in customer satisfaction scores.• Led planning and implementation of new call center IT infrastructure and implemented new technologies to drive call center efficiencies and self-serve customer service improvements.

• Creation of Service Provider Management and Governance organization to drive corporate initiative to expand outsourcing, consolidate the management of outsourced operations, and control demand of internal client requests for outsourced services. • Lead outsourcing RFP and contract negotiation process for Information Technology and Call Center operations.

• Creation of a new organization to align and optimize all consumer sales channels. • Direct management responsibility for retail operations, door-to-door, web, and third-party sales channels.• Indirect management of sales processes for call centers. • Expand indirect distribution through new partnerships.• Launch sales strategy for new products.

• Responsible for investor and media relations. • Developed CEO, COO, and CFO comments for investor presentations, including quarterly earnings calls. • Prepare and conduct investor “road shows” and conference presentations. • Field investor inquiries related to financial and operating performance, strategy, capital structure, and dividend policy in one-on-one and public forums.

• Profit & Loss responsibility for a $540 million business unit offering local telephone service and associated features, dedicated circuits for business, directory services, and customer premise equipment. • Develop and execute market strategies to reduce competitive losses to new local phone entrants; especially cable providers. • Work with internal General Manager Peers to develop and execute bundling strategies to increase gross adds and decrease churn for all strategic products. • Drive cost efficiencies throughout the business.

• Develop business unit annual operating plans that encompassed revenue, expense, metrics and capital spending. • Produce and deliver monthly variance analysis and operations review presentations to President and CEO. • Improve product unit tracking of gross adds, churn, and product migrations to better react to competitive pressures. • Determine, analyze, and recommend pricing scenarios for bundled and stand alone services.• Prepare and approve special price bids for outside business sales force.

• Develop annual expense plan for consumer and small business sales channels. • Produce and deliver monthly variance analysis and operations review presentations to President and CEO. • Design, implement, and administer commission plans for all sales channels and assure plan alignment with budget. • Deliver monthly sales goals and annual sales plan to all channels. • Create new channel tracking tools to more effectively measure channel performance on a daily basis and more quickly refocus sales activities.

• Direct management of $100 million in receivables for the company and an operation of over 100 internal and external employees. • Negotiate and lead transition to new accounts receivable vendor to drive expense savings and improve collection results.• Drive improvement in key collections metrics including DSO, Write-off Percent and Involuntary Subscriber Churn. • Develop annual expense plan for all company call centers.

• Lead project teams to increase business unit revenue and reduce expenses.• Responsible for all departmental regulatory activities. • Drive improvement in call center employee. • Coordinate work stoppage contingency planning for the department. • Responsibilities also included measuring call center productivity to find efficiencies and recommend staffing and operational changes.