1. Professional Management Summary
 Fluent understanding and appreciation for call center operations, including
KPIs and SLAs, client relations, brand voice, site and vendor performance,
operating systems, and collaborative department projects.
 Client relations management with multiple points of contact and LOBs
 Traveled to multiple off shore centers for sales training, development, and
system rollouts with BPO centers in India and the Philippines.
 Supported contact center solutions through multiple channels such as Voice,
Email, and Chat.
 Highly skilled at client communication around service delivery and operations,
delivery and implementation to production team.
 Continually build and develop a strong leadership team strategy to work with
supporting production goals.
 Promote a balance of efficiency and execution, focusing on both quality and
quantity
 Drives sales performance, set goals, and attained targets by focusing on
agent and leadership development, incentivized compensation plans, and
motivational environments.
 Skilled in classroom facilitation, both in e-based learning and traditional
curriculum design.
 Manages efficiently and effectively, contributing to the overall team and
company success.
 Coordinated, managed, and lead center projects including focused agent skill
development, brand awareness, piloting new systems and procedures,
employee incentives and morale improvement.
 Managed and lead both agent and leadership development in the form of
SMART goal setting strategy, coaching, follow up, sales development and
redevelopment.
 Assisted with peer-to-peer development opportunities and continued training.

2.  Worked closely with senior level management, workforce, recruiting, learning
and development, HR, brand contacts and affiliates, partner centers,
supporting departments, and peers.
 Present relevant data in a daily summary, as well as Weekly Highlights, MBR,
and QBR.
 Have been responsible for managing all invoicing, client billing, and payroll.
 Coordinate all training, hiring, room allocation, scheduling, etc for new hires
and uptraining.
 Presentation and preparation with Power Point software, fluent with all
Microsoft Office and Google equivalents, email correspondence and Internet
usage. Internal program usage includes fluency in Aspect, Voyager, ICRS,
Avaya, RTA, CMS, DART, NICE, Uptivity, QFinity, Zendesk and Cisco
products.