Highly accomplished executive leader with 16+ years' experience leading call centers and operational teams in the finance/banking industry, customer service industry, IT Operations, as well as, the online job advertisement industry. Successful track record of significantly increasing client satisfaction and employee retention, operational efficiency and increased profitability; Highly effective in leading cost saving initiatives improving quality, performance and efficiency for maximum profitability; Experienced leader in reorganizing, standardizing and streamlining policies to identify opportunities to proactively change technology and business processes to sustain competitive edge.
Responsible for strategic direction, leadership, and management of outsourced service desks, NOC, Desktop support and Technical Account Management Teams ensuring KPI's, SLA's, and all financial metrics are exceeded.
Deliver on strategic vision to develop a delight center of engaged employees providing First Class support to all levels of client and internal end users
Work with the internal IT teams to maintain essential IT operations including but not limited to: Core infrastructure, OS Management (Windows, iOS, Android), monitoring, Office 365, end user hardware, and laboratory systems
Oversee teams responsible for client support ensuring high-level of customer satisfaction, provide both strategic direction and daily management to enable my teams to deliver consistent, high quality, cost effective customer and technical support to existing and potential internal and external customers. Led channels to include telephony, chat, email, help desk, Social Media, Newspaper Partner support, and order entry support operations including both implementation and ongoing management of these functions.
Managed internal customer care contact center, outsourced call center, item processing company, check printing company, promotional and printing company, etc. as first vendor relationship manager for Internet bank. Developed core competencies; provided financial business assessment/cost analysis of vendor proposals based on forecasted demand; qualified prospects; educated outsourcer of metrics key to success; developed service level agreements (SLA); conducted quarterly business and annual safety and soundness reviews; negotiated contracts; developed rapport and trust enabling on site business building strategies.
Responsible for day-to-day call center and customer care operations for ecommerce bank with $5+billion in assets and 185,000 customers. Hired and mentored staff of 40 to 250 agents between 3 sites; established cross training program; created employee manual, job aids and reference guides; developed policies, procedures and goals; instituted employee incentive plan and appraisal process; designed and trained on shorthand unique to bank to expedite customer service and standardize process; managed $2 million budget; monitored call volumes to ensure coverage; managed executive level complaint portfolio. Successfully directed B2C customer care in-house and external call centers for world wide support including:
2017 Gold Stevie Award - Support Team of the Year
2013 American Business Award – Customer Service Team of the Year
2013 Gold Stevie Award for Customer Service Innovation
2008 ICMI Call Center of the Year – International Customer Management Institute (Small/Medium Category)
Companies Worked For:
Job Titles Held: