Innovative and professional with demonstrative leadership competencies in positions of progressive responsibility in the telecommunications, financial services, consulting, and call center industries. Has a successful background of improving operations, quality of service, financial performance, strategic position and employee morale. Recognized for solid leadership, communication and client relations skills. Accomplished in contact center design and management, with experience in leading change through process reengineering, metric controls and expense reduction. Has lead the consolidation and streamlining of over thirty different training and transaction monitoring organizations into one metric driven organization. Lead to the reduction of the training expenses by 10% year over year.
Areas of Expertise:
Training Delivery
Instructional Design
Client Management
Contact Center Operations Management
Business Process Re-engineering
Busines