• Managed the daily operation of internal and outsourced call centers (BPO) supporting orthodontic patients.• Enforced strict HIPAA policies protecting Personal Identifiable Information PII and Patient Health Information and set process to report privacy incidents. • Monitored and analyzed dashboards and reports, to identify trends and to ensure Service Level Agreements were met.• Communicated responsibilities, targets, planning, scheduling, monitoring with direct reports.• Evaluated personnel performance, provided coaching and set up corrective action when necessary.• Developed and enhanced employee performance indicators, incentives and bonus structures• Conducted workforce management to ensure coverage to meet call volume weekdays and weekends.• Created and enhanced new agents training material and continued education for current agents.• Established guidelines for Quality Assurance monitoring utilizing audio/video recording systems, coaching and required reporting.• Conducted monthly or weekly meetings to review agent’s calls, activities, individual achievements and improvement opportunities to maximize their performance.• Handles all personnel matters such as, hiring, training, performance reviews, corrective action and terminations.• Prepared and presented call center monthly reports including but limited to QA, AHT, Hold, Calls per Hour, Adherence, Call Volume, Abandon Rate and SLA.• Conducted ongoing review of existing procedures and implemented improvements to enhance productivity and client satisfaction.• Project manage systems and customer improvement project deployments.• Point of contact for critical internal or external issues and escalations.

• Managed daily operations of a virtual 50 to 300 agents call center, assisting individuals and families applying for healthcare coverage and assistance with COVID related issues.• Effectively monitored, evaluated and analyzed, data points, queue displays and other tools, to ensure Service Level Agreements are being met for inbound and outbound call handling.• Partnered with supporting groups to effectively schedule appropriate coverage to ensure production meets or exceeds standards, especially during peak call volumes.• Reviewed data from Customer Relationship Management (CRM) and Call Management dashboards to identify areas of improvement opportunity.• Established and enforced guidelines for Quality Assurance monitoring utilizing audio/video recording systems, and providing guidance in solving problem areas, coaching and completing required reporting.• Enforced strict HIPAA policies protecting Personal Identifiable Information PII and Patient Health Information and setting process to report privacy incidents. • Held weekly team meetings and 1 on 1 meetings with reporting supervisors to provide updates and address challenges.• Gathered and presented monthly operation scorecards to executive management.• Assisted with the development and delivering of new hire training materials for all employee levels.• Orchestrated cross training at all levels to ensure continuity of team/unit operations • Trained, coached, motivated and guided personnel to efficiently and effectively perform their duties and reach their full potential.• Adhered to and enforced company policy and procedures including attendance, code of conduct, etc.• Reviewed accuracy of direct reports timesheets prior to submissions to payroll.• Served as an escalation point for conflict resolution of issues within team/unit.• Performed any and all other duties as may be requested by client.

• Managed high end commercial and residential carpet installation projects• Read and decipher home and building layouts and create and submit competitive quotes or bids • Defined the project scope, build comprehensive work plan, and control budget and expenditures• Managed several projects running in parallel, and act as liaison between clients, designers and other contractors• Identified project risks and create risk response and mitigation plans• Administered receiving, storage, scheduling and distribution of customer goods• Managed daily human, equipment and resources logistics to optimize efficiency• Contributed to processes improvements to increase efficacy and increase customer satisfaction

• Assisted a project to migrate enterprise resource planning software applications to manage core business processes, purchasing, accounting, human resource, customer support, asset protection and inventory• Identified labor, material, and time requirements by reviewing blueprints, specifications, and related documents• Calculated and uploaded raw materials, intermediate assemblies, components, parts and quantities needed to manufacture end products• Analyzed financial information, revenues, expenditures and cash management to ensure all operations were within budgets• Supported manufacturing facility by processing customer orders, inventory updates and technical support as needed to reduce customer impact• Demonstrated problem-solving skills in identifying defects, providing solutions and updating issue logs• Processed customer orders, manufacturing orders, packaging list and other documentation as needed• Project increased overall manufacturing efficiency by 7% and yielded a projected savings of $500k over 5-years• Provided training to new hires in Microsoft Dynamics NAV and MS office software as necessary • Scrutinized through daily order and transaction data to ensure product inventory accuracy and accountability• Assisted with the coordination of companywide material inventory verification process

• Responsible for orchestrating and standardizing systems, policies and procedures for over 8000 customers service representatives in over 22 call centers across the nation and off-shore, serving more than 30M wireless subscribers• Planned and executed quality, methods, procedures, policies, and process improvement projects for customer care and retail organizations• Contributed to various JD Powers awards for customer service satisfaction throughout tenure by identifying customer impacting defects and project managing improvement initiatives• Reported call center call volumes, credits & adjustments, reason and resolutions tracking to executive leadership• Eliminated over $100M of inaccurate customer billing caused by system and procedural defects• Ensured timely deployment of compliance projects mandated by the Federal Communications Commission• Boosted overall efficiency across call centers and retail locations by over 20% through successful implementation of numerous methods, procedures, system updates and deployments, routing, tracking tools and Sarbanes-Oxley compliance• Managed deployment of systems and procedures to distribute DirectTV and cloud services at AT&T retail locations• Successfully minimized customer call volumes by over 25% and customer handling in retail stores by 5%• Produced retail sales locations forecasting based on company goals, budgets, market variations and traffic predictions for sales operations and marketing teams• Yielded more than $5M cost savings by streamlining inventory monitoring procedures, identification of fraudulent online equipment orders and claims handling of lost, stolen or non-delivered equipment• Pioneered process and system enhancement to detect and flag customers avoiding payments that led to the recovery of over $1M in one year• Negotiated customer support models between AT&T and third-party vendors• Interviewed, hired and trained employees promoted to fill project management and other roles

• Assisted Area Manager in championing and managing projects to simplify customer service interactions • Played a leading role in planning, executing, monitoring, controlling and closing projects. Accountable for scope, project team and resources to ensure project success• Developed detailed project plans to monitor and track progress and maintained comprehensive project documentation• Maintained project communication distribution to cross-functional partners and stakeholders• Demonstrated problem-solving skills by identifying project risks and developing and/or negotiating risk responses• Participated as business stakeholder in multiple projects including software deployments, data base conversions, migrations and system enhancements• Determined root causes of customer calls to care centers by analyzing and evaluating multiple data results

• Managed day to day operations of unionized customer service teams ranging from 10 to 20 agents in an inbound call center• Effectively communicated responsibilities, targets, planning, scheduling, monitoring and provided coaching to consistently help team meet and exceed KPIs• Developed monthly incentive programs to create positive working environment and increase agent’s motivation and engagement• Responded to customer service escalated issues in a timely manner• Conducted call quality observations and provided positive enforcement or improvement plans• Maintained accurate records and documented all agents’ activities and discussions• Provided conflict resolution, career orientation, development and promotion recommendations• Participated in the interview and hiring process of new representatives• Recommended process initiatives to improve customers interactions