Dedicated customer service manager with 15 years' experience in Call Center Management. Consistently achieved high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer‐focused teams: to instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all quality, policy and procedures, revenue, and customer satisfaction surveys. Focused Operations Manager successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Adept at leveraging in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.
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