PROFESSIONAL Summary Sr. Level Contact Center Executive with over 25 years of proven experience in managing strategic turnarounds, improving profitability, and leading large scale servicing and consolidation operations. History of achieving superior client satisfaction and driving service performance in high-growth consumer and commercial businesses segments. Leadership expertise includes operations of inbound and outbound contact centers across: (Financial Services, Health Benefit and Retirement Plan Administration, Telecommunications, and Consumer Travel) industries. Areas of expertise include: * Domestic and International Call Center Operation Expertise Virtual Home Office Work Arrangements Leveraged Use of Outsourced Locations Talent Recruitment and Mentoring Managing Vendor and Customer Account Relationships Process Reengineering and Optimization

Highlights:

• Management
• AT&T
• Leadership
• ACD
• Automatic Call Distribution
• Credit Card
• Planning
• Billing