Sr. Contact Center Leader with an extensive career in launching and managing both in-house and outsourced BPO operations. Over 20+ years of specialized experience in delivering exceptional results for customers and employees across multiple sites, geographies, and lines of business. Results driven experience in several capabilities, including management of day-to-day operations of teams up to 1300 FTE onshore and offshore BPO management contract negotiations RFP & cross-functional leadership. Launched large- and small-scale contact centers in multiple sites, while driving operational excellence throughout the organization. * Contact Center Technology & Management * BPO Management * Strategic Planning & Execution * Workforce Management * Operation Launch/Scale * B2B/B2C customer constituencies * High Customer Satisfaction/NPS * Process Improvement * CRM Strategies

Highlights:

• Quality Assurance
• Test
• Leadership
• Leadership Development
• Forecasting
• Management
• Planning
• Process Improvements
• Request for Proposals
• Social Media