Description
SUMMARY Proven leader in all segments of the business. Successfully led in the following situations: * Developed an Omni-Channel Ordering and Servicing strategy. * Developed corporate wide products and programs to support the ordering segment of the sales process. * Formed a department introducing a new business segment that sold an integrated business product catalog. * Developed E-care centers, which supported the self-servicing strategy and online customer communication processes, in support of the removing calls out of the call centers. * Crisis management leader who led teams to a solution including, The Carrier of Last Resort for Hurricane Katrina identifying a communication product and operational process to meet the needs of the victims. * A certified Call Center Professional with experience in all areas of Contact Center Management and Support functions. Expertise In: Implementing Strategy Developing & Leading Teams Project/Program Management Customer Experience & Retention Leading Multi-Functional Project Teams Driving Results Virtual Team Management Systems/Business Conversions Management of Vendor Locations Assessing, Designing, & Implementing Solutions
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