Career track record of successfully providing strategic leadership on large scale programs. Director with 30+ years Telecommunications experience in Customer Service, Billing, Information Technology, Program Management and Mergers and Acquisitions. Skilled at navigating a fast-paced industry with rapidly changing technology while building positive relationships with internal and external stakeholders. Experienced in resolving issues quickly and efficiently while collaborating with diverse teams to meet project milestones. Recognized for a unique ability to work across organizations, look at the big picture and serve as a liaison between Business and Technology Teams. Excellent reputation for contract negotiation and execution.
Call Center Representative that progressed to Supervisor and Manager of Retention Department. Oversaw team of 30 agents providing daily coaching, monitoring and performance oversight. Provided insight to leadership on Churn and Customer Retention efforts. Established High Value Customer Program to select customers for life cycle management resulting in 20% increase in customer retention.
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