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Managed and administered inbound and outbound customer service and sales for major clients, AT&T, AMEX, Florida Blue Cross/Blue Shield, Verizon, and Readers Digest in a high volume call center operation.

Monitored multiple databases to track performance of customer service/sales agents, supervisors, and operations, ensuring that target sales/revenue volumes, service goals and objectives were consistently met or exceeded.

Successfully managed AT&T US/Philippine international operations, significantly improving processes, efficiency, and customer care/satisfaction.

Directed and managed 65% downsizing of AT&T's US operations and subsequent/concurrent Philippine startup without impact to service levels, client and/or customer satisfaction

Developed and implemented ongoing training and incentive programs with client participation that resulted in teams consistently exceeding KPI.

Planned and directed new contract ground services operation serving American Airlines at Miami International Airport.

Developed initial and ongoing operational processes and standards that significantly shaped a strong, successful start-up operations.

Interviewed, hired and trained staff of agents and supervisors.

Strong leadership in building critical consensus and relationships with local, state and federal representatives led to successful programs and above expectation revenues

Personal marketing and PR activities resulted in contracted services with industry clients, Pan American and Miami Air providing aircraft detailing services.

Managed/Supervised day-to-day operations and staff in a fast-paced customer satisfaction driven food service operation. Responsible for staffing, training, crew scheduling, and assisting general manager with inventories, ordering, store presentation, cash handling and local store marketing activities.

Monitored and managed all cash handling processes, cashier transactions, shift and daily store bank deposits, reducing risk and maintaining loss at .2% or less.

Personal local store marketing, and senior focus groups resulted in 10-12% increase in senior breakfast sales and guest ticket.

Supervised ramp service personnel in daily operations, preparing ramp and equipment for aircraft arrival and departure activity, fueling, inbound/outbound baggage and freight handling, and aircraft movement/repositioning

Proposed, planned and implemented “Lead Agent” program resulting in significantly improved ramp organization, efficiency, baggage delivery, on-time departures and customer service

Responsible for implementation of station environmental safety program, monitoring adherence to OSHA/HAZMAT standards, reporting and follow-up re non-conformance and all ground service incidents and/or accidents involving staff, aircraft or ground equipment

Scheduled and hosted bi-monthly safety and environmental presentations that were instrumental in raising awareness and compliance with safety standards and initiatives. Had direct impact in reduction of lost labor hours, equipment downtime, and workman's compensation claims at Miami station.

Directed and administered commercial building services provided to contracted owner and property management companies, ensuring quality, high standard cleaning and custodial services. Recruited, hired, trained and scheduled building supervisory, janitorial and custodial staff for assigned buildings. Scheduled daily meetings with building management to assure quality services.