Key Client Results:
Business Services: Lead a $135M P&L turn-a-round global call center operation (USA, Canada, Latin America, Caribbean, & Virtual Workforce) with 1,200 personnel including Human Resources, Training, Quality Assurance, Client Services, Call Center Operations and Information Technology.
Business Services: Managed a team of applications developers, network and server administrators, infrastructure, security and telecom professionals. Call center initiatives included implementing CTI, Routing and IVR solutions, maximization of dialer system and call center applications as well as the implementation of KPI metrics and processes.
Entertainment: Acted as Project Managert for an $15M eCommerce Design Program. Included all research and development of eCommerce Strategies (Business, Architecture, Marketing). Lead development of Business, Technical, and Implementation Requirements for eCom CRM Strategy across all customer touch points (call center, onsite, online, mo