* Placed in struggling call enter as Director and decision maker with no prior call center experience. Re-built the struggling 100-agent call center while learning call center operations from the ground up at Matrix Absence Management. Successfully mastered all processes to make and implement changes that dramatically changed the landscape of the department. * Development of Voice of the Customer program * Created customized Call Center Benchmark Assessments based on our specific role requirements working with a consultant for, call center staff, supervisors, and managers as Director National Call Centers at Matrix Absence Management. Reduced department attrition from 23% to less than 10% within 6 months of implementation. Improved employee satisfaction scores by double digits. * Created KPI's and RFP for gamification as Director of Patient Services at MY DR NOW. Established protocols for the patient call center, medical referrals, and medical records department. * Self-Trained in Smartsheet collaboration and work management software to automate entire manual business processes as Front Office Manager at All About Water. Resulted in time saving, improving process and record-keeping accuracy, and eliminating redundancy. * Developed Voice of the Customer program at Matrix Absence Management

Highlights:

• Call Center
• Compliance
• Filing
• Quality Assurance
• Test
• Management
• Training
• Customer Service
• Services
• Airlines