Description
Professional Summary * Innovative, results oriented and dedicated team member with 25 years of contact center and customer service experience. Ultimate customer experience is key to loyal guests. * Builder and maintainer of employee, customer and vendor relationships. * Consistent top performer. Strong strategic thinker and team builder. * Experienced in opening call centers from the ground up along with remodels and upgrades. * Partnered with all levels of the organization in regards to looking at new approaches to create optimal efficiency for the business, team members and customers. * Possessed managerial courage to make tough decisions when necessary. * Contact Center Management w/onsite and extensive work from home experience * Focus on Cost per call, Cost per non-voice channels and Revenue per Call * Managed multi-site Operations domestic and international * BPO and outsourcing experience for inbound/outbound agents * Experience in working with Vacation Ownership partners * Employee Development (coaching, developing and mentoring) * Building and maintaining vendor relationships (Onshore and Outsourcing) * Performance Management, Quality Assurance, Customer Service and Guest Relations * Financial, Statistical and call trending/forecasting experience * Strong Telecommunications (voice) Avaya, IVR and WFM experience * P&L management of multi-million budgets for multiple contact centers
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