I possess a strong and diverse consulting background, mostly working with Fortune 500 and enterprise level clients in all industry verticals requiring 70-90% business travel and as a remote employee. Extensive skill set of practical and consultative best practice disciplines within business process improvement methodologies, root cause analysis using speech and data analytics applications, mentoring, coaching, and customer service processes enhancements in conjunction with facilitation of workshops in the development of quality monitoring and calibration processes, training curriculum design for instructor lead and eLearning development and delivery, skill gap identification and analysis, training documentation authoring, public and motivational speaking. These skills include the ability to interact with all aspects of an organization, from executive level to technical demographics. Experience also includes 35 years overall contact center experience and 17 years in training and consulting.

Highlights:

• Management
• Project Management
• Assessments
• Firepond Contact Center
• Fraud
• Fraud Prevention
• Help Desk
• Integrate
• Needs Assessment
• Product Management