Call Center Sr. Manager with experience with inbound and outbound, client and associate satisfaction initiatives. Skilled in inbound/outbound customer care delivery including up-sell techniques and implementation of call escalation and retention queues. Experienced in management of centers in diverse locations including offshore vendor management. Recognized for excellence in planning and executing with a keen focus on process enhancements and bottom line P&L improvements. Specialties: Operations, Vendor Management, Training, Launch Support (USA & Overseas), public speaking, writing, leadership training/development, networking, SOP management.