Professional with extensive experience in managing call centers for banking and technology institutions both domestic and international. Accomplished as internal consultant in analyzing existing operations; by implementing new strategies, practices and technologies to improve productivity and efficiency.

Highlights:

• Driving the development of superior customer service and high performance.
• Building a team that effectively supports client programs, products, and services.
• Leading workflow distribution and floor management to ensure service levels are satisfied.
• Hiring, training/developing, motivating, coaching, evaluating, and retaining qualified staff.
• Maintaining service, average-handle time/first-call resolution data, and both client and associate satisfaction levels.