Senior Operations Supervisor with 13 years of Contact Center experience. Seeking to dramatically improve KPI's, Quality Assurance/ Control and Customer Service. I managed a team of 26 people in a high-volume healthcare IT support ticket environment by introducing technology-based training methods and innovation, successfully decreasing the Abandonment Rate from 40% down to 8% in 1 business quarter while being instrumental with the launch of 3 new products and features.