I'm a strategic, proven producer with strong communication, interpersonal, and management skills offering professional qualifications including: Adaptability, Creativity, Energetic, Metrics Driven to exceed KPIs, Employee Motivation, Strong Leadership, Passion for Exceptional Customer Experience, and Creating Positive Culture in the Workplace. I demonstrate solid subject matter knowledge while proactively assessing risk to establish systems and procedures to protect organizational assets. I'm known to work and walk the floor and empower and coach people to perform to their peak potential. I understand the unique dynamics associated with contact center operations including recruiting, retention, SLA's, training and performance management. I'm fluent in managing the "metrics" and tackling WFM, Utilization, Channel Performance and VOC/NPS programs. Accomplished and creative Executive Manager possessing multifaceted experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging business opportunities. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients. Recognized for turning around struggling operations to achieve sustained growth.
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