Large-Scale Operations Management | High-Volume Regional / Territories Management | Strategic Analysis | Key Trends Tracking

Team Building | Training / Development | Change Management | Process Improvement | Short- / Long-Term Planning | Compliance

Call Center Operations | Multi-Project Management | Programs Management | Best Practices Methodologies | Customer Service

American Management Association Project Management | BPI Critical Thinking | Microsoft Office | Call Center Applications

Top performer who makes decisions to reflect positively on high-volume, multi-site business operations success in alignment with a company s vision, value, and goals, and showcases an ability to see the big picture within diverse industries while developing strategies to increase productivity, improve efficiency, and expedite customer-focused results. Integral leader who excels at analyzing business needs; identifying lucrative growth opportunities; applying effective planning, change management, and process improvement techniques; and attaining company leverage in competitive markets. Out-of-the-box thinker who seamlessly liaises among cross-functional teams within both business start-up and consolidation environments.

Manager of Implementation & Program Management, Bethpage, NY (2015 Present)

  Spearhead development, implementation, and execution of changes with complex business and technical requirements within contact / customer service centers, including coordinating and managing all process initiatives (e.g. training, support, deployment) for program implementation to boost Customer Service operations.

  Expertly direct project and procedural implementation following standard methodology while ensuring that Cablevision s initiatives are implemented through measurement-based strategies focusing on process improvement and variation reduction, and further work to direct resources with varying readiness and skill levels.

  Successfully manage resources to achieve goals across multiple projects and / or programs.

  Exhibit skill in full systems development, software development, and project management lifecycles.

  Continually manage influential organizational relationships while assessing, understanding, and communicating operations impact with a focus on customer experience, productivity, and cost efficiency.

Regional Training Director, Xxxxxx (2013 2015)

  Utilized broad scope of industry knowledge toward directing forward-thinking delivery and evaluation of customer-focused, performance-based training, including providing effective and consistent leadership, management oversight, reporting, and assessments for performance improvements throughout the organization.

  Partnered with business and HR teams for training process transformation for facilitation skills and techniques, including identifying, recommending, and implementing changes to improve effectiveness of initiatives relating to process and project management for training and resource teams, as well as ensuring proper projects fulfillment.

  Directed multiple strategic projects and programs with aggressive timelines and flexibility to quickly adjust as business priorities dictated in an action-oriented environment which was instrumental in optimizing training success.

  Contributed solid communication and interpersonal relations skills toward consulting with business on training needs and partnering with design team to translate items into training initiatives to be rolled out in that business.

  Measured training solutions using M&M tools and provided feedback to business on effectiveness.

  Actively collaborated with cross-departmental partners for design to successfully analyze, revise, and improve delivery of comprehensive and effective training materials to meet and / or exceed objectives.

Director of Operations, Stratford, CT (2008 2013)

  Strategically steered development of a resourceful call center staff, including leading all training, mentoring, communication, and sharing of best practices processes to achieve operational performance metrics, as well as managing local training initiatives and engaging with Corporate Training Design & Development team to provide feedback for process improvements in support of quality programs and processes related to customer retention.

  Developed and implemented ECR Desk, QOSD, and Credit Audit teams, Mentoring Program, Stratford Support Desk, and transition of Lead Team, and recruited, trained, and managed specialized teams to meet all operational needs.

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Director of Operations, Stratford, CT (continued)

  Identified opportunities for improved efficiencies in the delivery of New Hire Training materials, and further segmented modules to incorporate interactive activities, role playing, and phone time earlier in training for specific call types to improve level of confidence for call handling, tool utilization, and learning curve acceleration.

  Identified cross-functional roles for Training Team and Mentoring Program, and documented support processes and reported requirements to ensure performance / trend data was proactively communicated for prompt action.

  Created a detailed New Supervisor Reference Guide to assist in critical new supervisor training.

  Sponsored call center efforts to promote teamwork, use diverse staff talents, and improve performance.

  Conducted best practices analysis of companies known for outstanding service to identify WOW factor.

  Selected by VP and SVP to participate in the 2012 Leadership Summit focused on the reorganization of Customer Support Strategy as it related to culture and employee engagement.

Manager Process Improvement, Melville, NY (2005 2008)

  Led targeted decision-making in the oversight of marketing and product initiatives while serving as point-person for call center operational integration (e.g. training, communications and process documentation) for customer-facing staff, as well as liaising among cross-departmental business units to interpret and modify all business rules.

  Refined customer service policies, documented end-to-end processes business practices and compliance goals to support the business community, and assisted Customer Service executives in resolving complex center challenges.

  Personally created a comprehensive Playbook to document all data and recommendations.

  Achieved customer-centric SLAs People, Quality, Productivity focus on special projects to support optimal service, and further resolved issues via detailed analysis, problem avoidance, and best practices.

  Built effective interdepartmental working relationships to ensure Optimum Service initiatives were met.

Manager Customer Service, Newark, XXXXXX (2003 2005)

  Capitalized on the opportunity to partner with an executive management team in the seamless consolidation of multiple Customer Service call centers, including building a solutions-driven staff, reviewing processes / procedures, and implementing programs to foster customer retention and further boost bottom-line performance.

  Recruited, trained, and managed a group of up to 95 member customer service teams, including 5 top supervisors.

  Developed highly efficient workflow strategies, redesigned processes / procedures, created procedural manuals to support business needs, and established consistency and structure for a multi-product environment and staff.

  Proactively shared best practices and analyzed non-friendly customer processes and policies.

  Successfully participated as a key member of an integration team for consolidation of 5 call centers.

  Recognized by executive management for outstanding leadership in design, development, and implementation of new large customer / call center staff recognition programs (e.g. Optimum Service).

Manager Special Business

  Applied strong leadership talents toward orchestrating transition and achieving key goals to manage eCommerce businesses encompassing Special Handling, B2B, Barnes & Noble University, Textbooks, and Out-of-Print areas.

  Drove business growth by recruiting, training, mentoring, and managing 80 customer service team members and 6 supervisors, including planning and prioritizing employee workflow; redesigning procedures / policies; and creating training manuals, email templates, customer service scripts, QA guidelines, and FAQs to support key needs.

  Executed new business transition and acquisition on-time and within budget, and further established all policies.

  Received special recognition from executive management teams for outstanding leadership.

  Represented Barnes & Noble.com division in successful rollout of marketing initiative to 900+ stores.

  Improved overall productivity and special business operational efficiencies by analyzing business and reducing cost-per-unit and order-to-inquiry ratio (reduced from 56% in April to 32% in December 2001).

Excellent Professional References Provided Upon Request