High energy Operations professional with strong focus on loyalty and retention. Exceptional interpersonal skills, resourceful, loyal, creative and dedicated to employee and customer satisfaction.

COMPANY	POSITION HELD	DATES WORKED
The Results Companies	(Confidential)	7/2006 - 10/2007
Minacs	(Confidential)	7/1998 - 7/2006
Budco	(Confidential)	7/1996 - 7/1997
Travelers	(Confidential)	6/1995 - 5/1996

SCHOOL	MAJOR	YEAR	DEGREE
Schoolcraft College	Medical Assistant	1994	Specialist Degree
Grand Valley State University	General Studies	1991	High School/GED Degree

Highlights:

Companies I like:

Comcast, Citi, Verizon Wireless, Embarq, Chrysler, Toyota

Strategic Planning
Organizational Process Design
Reporting
Microsoft Office
Business Writing Skills
P&L responsibilities
Presentation
Technology Solutions
Leadership

• Client Advocate
• Call Center Manager
• Customer Service Director
• Account Management
• Program Manager
• Operations Manager
• Quality Manager

Developed Contact Center Guidelines and CSR expectations that assisted in reducing our program AHT from 15.5 minutes per call to below 10 minutes. Defined SMART team objectives that assisted in the delivery of a balanced Client Scorecard for two major accounts within the Call Center.