Innovative, business-savvy and hardworking professional with over 20 years of progressive experience across numerous industries. Able to foster and maintain mutually beneficial relationships with partners and stakeholders at all levels. Leader in developing valued process improvements. Accomplished senior leader with keen ability to boost market share, revenue and profit, as well as revamp underperforming operational areas and increase operating income. Devise effective key business drivers by executing strategies to enhance operational productivity. Trusted manager and mentor to cross-functional workforces that perform to a high caliber; encourage a culture of performance based on superior service delivery and client relations. In search of a Director or Vice President position to compliment background experience in various sectors in the Rhode Island and Massachusetts areas to complement imminent relocation. Areas of Expertise include:

Sales & Profit Increases | Customer Service | Quality Assurance | Personnel Relations | Leadership Development & Training

Business Partnering | Strategic Planning | Change Agent | Program/Portfolio Management | P&L | Revenue & Profit Building | Expense Control

Budgets | IS Governance (ITIL) | Process Improvement | IT Services | SaaS | LEAN | NPS (Net Promoter System) | Talent Management

Direct Marketing | Team Building | Real Estate Development | Service Branding/Marketing

         Attained Cisco Managed Services Master Channel Partner certification, the organization s most difficult certification to procure; one of under 40 Cisco partners of thousands globally to hold this

         Proved crucial in helping a client reach 40% margins with its in-market Premium Support product via management of outsourced labor, improvement of communications, boosting of efficiencies, development of successful bundles and leading training program creation

         Established operations globally in the United Kingdom, Scotland, India, Jamaica, Canada, the Philippines and throughout the U.S.

         Introduced NPS across several organizations; increased overall scores for Virgin Media and other ISPs

         Honored with PC Magazine's Editor s Choice Award at HiWired

         Designed and implemented a proprietary workforce management system for Ross Simons, still used to this day

         Invited to be a Guest Speaker at the National Conference on Operations and Fulfillment and the Ecometry World Conference

New York Life | Corporate Vice President, Marketing (2015 Present)

         Develop strategy for NYL Direct including the execution of sales-boosting telesales strategies across the enterprise

         Work in conjunction with Marketing, Member Services and outsourced contact centers to lead forecasting and business unit planning

         Lead staff recruiting, training, administration and motivation

         Serve as the foremost point of contact for AARP, business leaders, agencies and external contact centers

         Devise suggestions to maximize sales and control costs, as well as grow business to meet profit objectives

         Inspire staff to create tests, measure results and develop new opportunities by reviewing and responding to emerging yearly conditions

         Oversee top-line sales, marketing and media costs with attention to detail and precision

         Launched an internal voice application capability, thus allowing for full end-to-end experiences

Integrated Supply Network (ISN) | Director of Mobile Sales, Ecommerce and Service (2013 2015)

         Led over 75 Inside Sales, e-Commerce and customer Service staff, along with 500 Manufacturers delivering over $150M in revenue

         Monitored ongoing profitability and process accuracy with Operations and Customer Service to achieve the utmost in customer satisfaction

         Collaborated with existing resellers to increase account penetration by developing lasting relationships with resellers to secure position and leverage new opportunities

         Researched prospective clients in assigned channels; noted priorities and competition to develop business plans, as well as sales and marketing tactics

         Earned promotion to Director of Sales, e-Commerce and Service within three months of hire due to superb work ethic and achievement of record double-digit sales growth YoY

         Designed and implemented the Cisco phone system that is still currently used by the company

Radialpoint Safecare USA LLC | Director of Technical Solutions Operations (2011)

         Drove the development of a cross-functional solution, including new contact center solutions

         Worked with clients and/or prospective stakeholders on sales and solution initiatives; gathered and documented requirements and business constraints related to center and labor strategy for digital home services (DHS) support solutions

         Developed and documented cost-effective labor strategies for DHS support solutions to align with client requirements and business limits through working effectively with internal stakeholders

         Executed solutions as prescribed to ensure that corporate and third-party solutions came to fruition

Director of Technical Solutions Operations (Continued)

         Also spearheaded gap resolution developed during solution implementation procedures

         Evaluated contact center program performance to drive quality compliance, ensure adherence to service delivery metrics, as well as measure financial performance, operating efficiency goals and the like

         Proposed program changes to improve performance vectors, including cost, end-user experience/satisfaction, revenue, etc.

         Advocated ardently for the introduction of effective, efficient consumer and agent user experience functions

         Acted as a vital, engaged contributor in developing the DHS Solutions strategy used in working across multiple clients and prospects

         Proved pivotal in launching Digital Home Support Services within Rogers Communications and Dell

Director of Global Operations Premium Tech Support (2008 2011)

         Supervised global sales, service, and technical support delivery in the U.S., Canada, the U.K. and India

         Led IT, telephony, recruiting, forecasting, management and training for North American, Indian and European locations

         Managed group P&L; prepared monthly financial projections, balanced salaries/raises and balanced bonus structures with procurement needs in an ongoing effort to minimize costs

         Directed both internal and outsourced labor; played a key role in hiring, training and developing workflows to maximize personnel productivity

         Founded a team over the course of 48 hours, tasked with handling calls and delivering technical support to previous HiWired customers who agreed to come on as Radialpoint customers

         Aimed to meet or surpass SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) at all times

         Launched technology solutions to improve methodologies and nurture a sustainable culture

         Monitored Call Center operations and maintenance, including contract negotiations for outsourced support

         Managed external relationships with Consultants and partners; managed accounts with current clients that signed up for Premium Support

         Founded outsourcing partnerships to deliver on Premium Support offerings such as training and contract/pricing processes

         Managed the telephony design, implementation and maintenance of the Five9 hosted solution used to deliver on Premium Support

Director of Operations, Radialpoint Safecare USA LLC, 2008

Director of Contact Center, Ross-Simons, 2003-2008

Customer Care General Manager, Vista Print Inc., 2003

Director of Customer Care, Microwarehouse Inc., 1994-2003

Bachelor of Science, Management, University of Phoenix

Associate s Degree in Liberal Arts, Psychology/History, Ocean County College

Knock Your Socks Off, AMA | Effective Negotiating, Karass | 4 Disciplines of Execution (4 DX), Management Certification

ITIL, Foundations | Management Training, Zenger Miller | Leadership Training for Managers, Dale Carnegie

Leadership Challenge/The Gift, SME | HIPAA Compliance & Sexual Harassment Training | LEAN Certification, SME

Polk State Corporate College Advisory Board Member | International Who s Who of Professionals | National Conference on Operations and Fulfillment

Global Operations Leadership Association | Managed Services Group MSG | National Association of Professional Women (NAPW)

International Customer Service Association | Rhode Island Tech Collective | Technology Industry Association

Outsourcing and Managed Services Governance | Cambridge Who s Who of Executives & Professionals