Innovative manager with over 11 years experience in a fast paced, high volume contact center environment. Created new efficiencies. Worked on cross block initiatives to implement new processes. Turned around online customer service experience. Strong strategic thinking and collaboration skills.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	4/2002 - Present

SCHOOL	MAJOR	YEAR	DEGREE
Texas Careers	Paralegal Studies	2001	Trade School Degree

Highlights:

Increased Customer Satisfaction Index by 20% first year in role. Reduced average response time for email servicing from 13.2 hours to 2.2 hours and drove Service Level goal from 90% within 24 hours to 93% within 4 hours.

Companies I like:

American Express, USAA, Citibank

Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Software Implementation
Leadership

• Manager
• Project Manager
• Process Improvment
• Customer Service
• Call Center
• Analyst
• Business Engineer

Presently manage long term strategy for online Credit Card Servicing. Responsible for improving the online exprience while reducing operating costs.