Mary Cook is a strategic thinking and performance-oriented call center & business process outsourcing operations professional, with 20+ years of comprehensive experience in driving change across the organization while maximizing organizational structure and effectiveness, improving processes, and implementing organizational strategies. Through leading technology advancements, encompassing ACD, call routing, CTI, PBX, IVR, VoIP, workforce management, and quality assurance; Mary has effectively reduced expenditures, boosted productivity, and increased profits. She plays a pivotal role in leading site operations to meet performance objectives while delivering excellent services. She is highly skilled in administering cost and service measurements to ensure achievement of all key performance objectives that impact profitability and marketplace positioning. ? Mary is an adaptive leader with a unique ability to build high performing, high morale teams with minimal turnover. She analyzes, measures, translates and reports data into actionable initiatives and programs. Mary has actively contributed towards organizational growth through key skills in proposal development and presentation, business analysis, client strategy development, short & long-term program management, client satisfaction measurement, and ROI analysis.