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Executive with 25 years of operations, quality management, direct line leadership, global project leadership for multi-million dollar companies. A proven record in implementation and design of global world class business operations. Experienced in outsourced and in-house operations, complex system implementations. Results - oriented, strategic adept at identifying and solving problems, building and focusing teams, and implementing change.
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- Accountable for all aspects of call center operations for 25 million dollar revenue generating outsourcing service provider.
- Increased profitability YOY by 15% since 2010
- Successfully led the growth from a 200 of 400 seat contact center across three locations.
- Developed and directed strategy for operational restructuring that supported business growth and improved client experience.
- Talent identification and Leadership development.
- Created and implemented employee and organizational performance metrics.
- Spearheaded cross-functional initiative to achieve positive customer experiences and outcomes.
- Held many operational leaderships positions during tenure at Taylor Corporation.
- 2001-2005 Department Manager of call center
- 2006-2010 Director of Contact Center
- Strengthened company's business by leading implementation of Verint Workforce Optimization 360 software.
- Led the implementation and structure to support Avaya CMS technology across Taylor Corporation.
- Spearheaded research and launch of Lithium social Media software including the business strategy and support team infrastructure.
- Inspired cultural shift of contact center from cost center to information center.
- Created new revenue streams through creation of internal outsourcing models that supported other divisions of Taylor Corporation.
- Reduced overall center expense by 18%.
Verint Innovative Leadership Award 2007
CRM Magazine Service Elite Award April 2007
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School Attended
- Minnesota State University- Mankato
Job Titles Held:
- Vice President of Call Center Operations
- Contact Center Director
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