As an operations Leader, I have an extensive background in customer service, call center management, vendor management, and healthcare operations. Forward-thinking Manager adept at managing teams of 200+ employees with seven to nine direct reports to accomplish challenging objectives. I bring a willingness to be open to innovation, remain curious, while embracing a servant leader mentality to help others achieve their own goals.
A seasoned leader, with more than 15 years of customer contact experience and more than 8 years managing within large contact centers (200+ customer service agents). Organized and engaged staff to deliver performance objectives and provide exceptional customer service. Experienced change agent, building strong relationships at all levels of the organization to move the culture forward in a changing business climate. Established key metrics, measures and controls to achieve business and performance objectives. Analyzed performance data, benchmarking with all business partners to rework processes for success. Committed to continuous process improvements to achieve objectives, quality management. Builds strong relationships with upper management, peers, vendors and staff to influence success and continuously improve performance. Strong, independent decision-making ability and negotiation skills.