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Operations Management Program Management Call Centers

Sales Regulatory Compliance Quality Control Vendor Management

• Substantial management experience with proficiency in multi-site/regional operations leadership.

• Outstanding performance in sales, strategic planning, P&L management, collaboration, financial/budget administration, troubleshooting, customer service, and vendor management.

         Excellent talents in leading cohesive teams to attain corporate goals in alignment with strategic, fiscal, market, customer, and quality criteria.

• Proactively evaluate existing processes, systems, and procedures to identify vulnerabilities and shortcomings, and rapidly implement solutions and controls that streamline and enhance operations; well-versed in leveraging Six Sigma methodology to drive high-impact quality improvements.
• Highly skilled at connecting with and influencing people from diverse cultures and backgrounds.

         Technical proficiency includes IEX, Calabrio, Merced, NICE, Witness, Cognos, Business Direct, and Aura Contact Center Manager / Avaya CMS reporting tools.

Sequential Technology International, 2016 Present

Vice President of Operations

         Established Customer Service business unit from scratch following divestiture from Synchronoss including all functions of call center operations (i.e. incoming calls, chat function, sales, order handling, staff training, quality control, etc.) for facilities in multiple countries.

         Efficiently direct contract administration, vendor management, compliance, projects, expense forecasting and control, SOW development, and sales operations encompassing 1,000 employees and contractors selling telecom services.

         Onboarded compliance office to enforce fraud prevention among 40,000+ transactions quarterly, effectively protecting $100M+ in annual revenues.

         Manage vendors in Central America including partner BPO vetting, contracting, and pricing proposals.

         Oversee global workforce of more than 4,000 employees and contractors.

         Regulate operations within command center which closely monitors outages, performance, agent utilization, occupancy, and average handle time goal attainment.

Synchronoss, 2009 2016

Director of Operations 2014 2016

         Spearheaded full-scope operations including contract negotiations, SOWs, RFP responses, quality control, staffing, compliance, and vendors in Philippines, North America, and South America.

         Controlled expenses through proficiency in forecasting and capacity modeling, monitored performance at three centers in India, and forecasted sales for five inbound call centers globally.

         Orchestrated timely and budget-compliant implementation of Workfront tool to accurately track tasks, owners, milestones, deliverables, and documentation.

         Aligned and mobilized internal compliance team to enforce quality control procedures for sales accuracy, client escalations, and end-to-end customer experience.

         Held critical accountability for up to $21M in expenses quarterly, constantly exploring areas for savings.

         Optimized cost per transaction, margin, and customer experience for over 1 million transactions annually.

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         Slashed labor expenses by $150K monthly against $500K budget by restructuring staffing according to volume.

         Helmed operations across eight call centers and directed two vendors in North America and Southeast Asia in capacity planning and scheduling for 2,000+ frontline professionals.

Senior Global Operations Manager: Consumer 2011 2014

         Shepherded AT&T, Indirect, and Time Warner Cable national call center programs comprising 500+ personnel globally handling inbound calls, order processing, escalation teams, and chat function.

         Planned and coordinated implementation of new technology to enhance tracking of center productivity.

         Bolstered Synchronoss gross margin on AT&T Home Solutions by systematically controlling labor costs and increasing sales in 2014.

         Launched cross-selling strategy and lowered overhead in salaries to improve margin on Synchronoss AT&T Mobility; reduced operating expenses by 19% in 2014 versus previous year.

         Captured $180K in monthly savings by improving capacity planning accuracy and partnering with offshore vendors to decrease costly hours of operations.

         Fueled quality improvements on inbound calls and chat programs by concentrating on top opportunities and standardizing templates to achieve record-setting improvement in less than six months.

         Reduced call time by 127 seconds per call through strategic process improvements.

Region Manager, Sales: Consumer 2009 2011

         Steered national inbound sales program for AT&T to achieve 100%+ of revenue quota ($3.5M) in 2010.

         Also in 2010, exceeded monthly objectives seven of 12 months, improved inbound call-to-sale conversion rate by 5% (which equates to 15% of all calls handled), and delivered $900K in revenue to Synchronoss Technologies via service sales for AT&T Wireline.

Verizon Wireless, 2000 2009

Associate Director, Customer Service: Business / Government 2004 2009

         Devised operations plans, staffing models, and budgets for call centers in multiple locations comprising 200+ full-time employees consisting of managers, supervisors, coordinators, analysts, and consultants.

         Project-managed migration of enterprise accounts support to another location in 2004, and in 2007 opened new call center in Alabama.

         Delivered exemplary service levels surpassing 85% and accomplished highest satisfaction ratings across several annual customer surveys.

         Championed financial accuracy improvements of 33% in 2006 by standardizing credit policies.

Supervisor, Customer Service: Enterprise / Consumer 2000 2004

         Applied dynamic leadership talents toward supervising customer service personnel in optimizing call flow, order processing, scheduling, and project outcomes for enterprise and consumer market segment.

         Seamlessly onboarded new call center in Utah by establishing policies and procedures, interviewing and selecting qualified staff, and coordinating human resources functions.

Sanmar Corporation, 1998 2000

Account Executive

         Augmented annual revenues by 30% ($1.2M) by fostering, nurturing, and maintaining strong relationships with 45 business clients.

MBA, City University, Renton, WA, 2000

Bachelor of Arts, University of Washington, Seattle, WA, 1998

Government Contracts and Proposals Courses, Villanova Online, Baltimore, MD

Leadership Fundamentals, Center for Creative Leadership, Greenville, NC