Analytical and organized Process Re-Engineering Specialist, with a proven record in achieving corporate efficiency through process optimization, and information management. Years of versatile experience in Customer Care and Call Centre Operations across various industries, creating training material and launching programs for monitoring agent productivity and call quality in business start-up environments. Improves operations, achieving cost savings through establishing KPIs and developing systems to monitor performance. Utilizes natural leadership abilities, empowering employees through clearly defined processes and expectations, delivering ongoing coaching and mentoring to develop exceptional leadership and customer skills among front line staff and managers. Specializing in start up environments.