Career Summary Over 18 years of operations and management experience running operational functions and leading large scale projects, from inception to successful completion, while making/executing sound strategic decisions. I have a proven track record of delivering results, reducing costs, and increasing revenue intimate experience with workforce management, call routing, outsourcing, multi site management, health care programs, sales programs, and service programs. I possess strong organizational and communication skills. I am confident and strong in regards to team leadership, motivating others, and coaching skills. I am a firm believer that strategic planning, forecasting, budgeting, capacity planning, and hiring planning are the crucial elements for operational success. Areas of Expertise Customer Service Management Customer Relations Teambuilding & Training Workforce Management Sales Management Change Management Project Management Policy Development Process Improvement People Management Training Cost-Reduction Strategies

Highlights:

• Call Center
• Interactive Voice Response
• Forecasting
• Management
• Quality Assurance
• Sales
• Profit and Loss Management
• Assessments
• Client Relationship Management
• Coaching and Development
• Customer Satisfaction
• Microsoft Office
• Customer Service
• Technical Support
• Call Center Director
• Site Director
• Senior Operations Manager