Executive Profile Offering management experience in a call center / customer service environment. Providing strong working knowledge of call center industry applications and methodologies along with Human Resource policies and procedures. Ability to think strategically and identify critical success factors when developing strategy and plan for assigned area of responsibility. * Develop new lead targeting strategies, and scripting to optimize existing programs * Identified, recommended and supported the implementation of programs to improve call center processes and work in collaboration with other departments of the organization * Manage and develop teams plan, direct, supervise and evaluate work flow ensuring company and industry standards * Produced role model behavior on ethics and integrity and promoted positive company culture * Assist in recruitment and hiring of qualified applicants to meet customer service needs * Provide visibility and ensure transparency of operations through on-going communication * Implemented performance evaluations and set objectives for assigned teams * Work experience with many Auto Attendant IVR systems.

Highlights:

• Quality
• Quality Assurance
• Quality of Service
• Customer Service
• Call Center
• Billing
• Management
• Applications
• AVAYA
• Call Center Management