SUMMARY OF EXPERTISE: Strategic Operations Leader with 20+ years of progressive experience and accomplishments in technical and service delivery environments requiring strong leadership, IT/telecommunications, communication, and customer support skills. I have a proven track record of managing people, resources, processes, and technologies to meet business objectives, customer and revenue and profit goals. QUALIFICATIONS: Vision Strategy & Execution Annual Business Reviews MS Windows Microsoft Word, Hiring, Training, Coaching & IT Process Management & Excel, PowerPoint, Outlook, Lotus Evaluating Improvements Notes, PC applications Staff Development & Leadership P & L Responsibility Project Management & Delivery Oral, Written & Presentation Skills Selected Provide leadership direction and oversight for day-to-day Site performance including finance, revenue, customer relations, IT, contact compliance, and legal. * Recruit, motivate, train/coach, mentor, and evaluate performance and implement talent management initiatives to build teams. * P & L responsibility including forecasting, budgets, cost analysis, review, and reporting. for special project for ramp up/ramp down of a Carrollton site with 1,600 employees. * Recruited and managed 45 direct reports tasked with hiring motivating training and evaluating performance metrics that maximized operational contractual service and financial performance. * Delivered quarterly business reviews to customer with ongoing communication to achieve goals. * Applied broad knowledge of telecommunications and technologies to processes and systems. * Worked closely with team managers to drive collaboration and support for various dimensions of team diversity and implemented training classes to enhance operational goals and efficiencies. * Measured performance and customer survey results and facilitated communication with managers to improve productivity quality and service delivery metrics for assigned products. * Implemented strategic decision to close Carrollton site with one-day notice and transitioned back to Richardson site reporting to site director. and implemented a new hiring training process for front-line employees with 30- day or less - reduced attrition rate from 55% to 15% * Built relationship with major client to drive collaboration understand customer perspective and ensure performance goals that led to increasing average prepaid month from 9% to 10%. * Host quarterly business reviews participate in and deliver PowerPoint presentations to customer. * Collaborated with IT to create and refocus processes and technologies and implemented the coordination of a new inventory initiative with interactive group processing and testing. * Implemented a site ramp up/ramp down that increased staff from 200 to 500 employees with collaboration with IT on computer work stations and telephony for the additional staff of 300 * Maintain relationships with strategic vendors to facilitate communications while meeting changing technologies to meet industry trends. * Consistently receive bonus based on meeting total key performance indicators for budget sales financial goals delivery and customer satisfaction. * Site received first place award for monthly and quarterly sales out of five other U.S. and global sites

Highlights:

Companies I like:

Securus Technologies

• Telecommunications
• Forecasting
• Leadership
• Management
• Pc
• Personal Computer
• Talent Management
• ACD
• Automatic Call Distribution
• Call Center