Brings more than 15 years of progressive career movement supporting a complex and fast-paced Call Center with attributes of strong leadership at managerial levels, strategic planning, people management, hiring, employee retention and relationship building

EFFECTIVELY MANAGED team of 150+ front-line employee professionals, in addition to 10 Supervisors, where 63% were exceeding or meeting assigned targets. DEVELOPED and facilitated a leadership program to prepare front-line employees for Supervisor-level positions and achieved 90% promotion of those employees participating in the program. STRENGTHENED the Company’s ability to promote from within by leading the implementation of the Future Leaders Program. COLLABORATED with other work groups to ensure prompt and accurate order processing and customer satisfaction for commercial customers. AUTHORIZED new Policies & Procedures collaborating with Department Heads. Trained all involved employees and shortly after roll-out, this new system increased productivity and reduced overhead by 24%. ITIL CERTIFIED

Customer Service Manager