As the Director of Operations at Enrollment Builders, I oversee the performance and quality of the contact center services for a variety of higher education clients. With over 10 years of experience in the industry, I have a deep passion for delivering exceptional customer service and enhancing student enrollment and retention outcomes.I have extensive expertise in CRM, LMS/CMS, and Contact Center platforms, which I leverage to optimize the efficiency and effectiveness of the contact center operations. I also provide hands-on training and coaching to the contact center staff, ensuring they have the necessary skills and knowledge to handle complex issues and inquiries. Additionally, I collaborate with senior leadership and external stakeholders to align the contact center goals and strategies with the organizational vision and mission. My goal is to drive continuous improvement and innovation in the contact center industry and contribute to the success of Enrollment Builders and its clients.