CAREER SUMMARY Results-driven and growth-focused management executive with more than 18 years of progressive success in contact center management for small to medium-sized business and Fortune 500 corporations. Proven track record of delivering results in high volume high visibility environments. Strong directional communication skills and knowledge of call center technology such as ACD systems, IVR, PBX, IEX/TCS, and CMS. Thorough management of sales in an outbound and inbound call center environment. I am a firm believer that strategic planning, forecasting, budgeting, capacity planning, and hiring planning are the crucial elements for operational success. Along with being an expert in facilitating change in workforce to support organization operating, financial and quality objectives. SUMMARY OF QUALIFICATIONS * Led vision to achieve company goals and surpass expectations while maintaining quality and customer service integrity through total quality management * Managed the development of teams by ensuring that they receive an adequate amount of counseling, coaching and training, and encourages personal development. * Established and implemented processes and procedures for an in-bound and out-bound high volume call center operation. * Developed forward-thinking processes aimed at developing and improving employee engagement with a focus retention/satisfaction. * CERTIFICATION: COPC (Customer Operating Performance Center) Certified Implementation Leader

Highlights:

• Account Management
• Business Development
• Management
• Sales
• Sales Training
• Support
• Training
• Financial
• Call Center
• Call Center Management
• customer service
• call center
• leadership