Managed call centers in the U.S. Shanghai and Tokyo for Covance that drove a 99.8% on time performance result managing 1/3 of the Clinical Trials performed in the world. Launched a Department of Defense Human Resource Contact Center that earned a Center of Excellence Award from Purdue University for best in the country. Generated $3 million in revenue and cost savings with a 3 year Process Excellence / Six Sigma Program. Opened the first catalog shopping call center for Brylane and grew to nearly $200 million in sales earning the President's Award for Excellence in Customer Service. Introduced a new eLearning training service to clients via the call center and quickly generated $1 million in sales.

Highlights:

• Customer Service
• Contact Center
• Call Center
• Management
• Director
• Shared Services