Summary

Executive with demonstrated skills and experience in Call Center Operations, Customer Service, Receivable Management, Project Management, and Financial Planning/Analysis. Key competencies include excellent analytical and deductive reasoning skills, strong oral and written communication skills, and able to lead and develop individuals in fast pace growth environments.

Experience

Confidential
Guanacaste Province, Costa Rica Feb 07-Aug 09
Owner
Responsibilities were all inclusive from development to completion of all projects.

• Sourced new projects and negotiated project bids.
• Managed and performed construction of various projects.

Confidential Feb 98-Nov 06 Alpharetta, GA  Associate Director-Alpharetta Call Center Customer Service

Responsibilities included management of Customer Service Representatives, local Resource Management, and various projects.

• Directly responsible for managing several teams of customer service associates. Accountable for meeting quality and productivity objectives.
• Responsible for local resource management team. Duties included managing and planning all off phone activities for the entire center as well as real time management of agent activities in order to meet service level objectives. Partnered with area team and other centers in meeting objectives at an area level.
• Project manager for installation of new ACD for entire South Area which included 6 different locations
• Responsible for implementation and execution of Disaster planning and prevention for the South Area. Duty Officer for South Area when critical situations arose.

Associate Director-South Area Resource Management

Responsibilities included Resource Management, Network Configuration, and Telecom Administration for all inbound Call Center activities.

• Responsible for the integration of an independent multi-site configuration into a centralized area based strategy.
• Call Centers receive over 24MM calls annually.
• Responsible for the support over 2,800 agents which are located in five call centers.
• Managed network routing of inbound customer calls.
• Re-organized Resource Management department to better align roles and responsibilities of the centralized Resource Management team relative to site specific teams.
• Responsible for the development and implementation of a web based reporting application.
• Initiated and facilitated weekly new hire planning meetings for all call centers.
• Recommended and supported the consolidation of multiple call types into a larger and simpler configuration.
• Responsible for development and execution of contingency plans for call centers.
• Developed business case which resulted in conversion from Aspect ACD’s to Rockwell ACD’s.
• Planned and supported consolidation of 8 physical locations down to 5.
• Coordinated and supported re-alignment of work relative to South Area Roadmap.

Confidential. Jun 93-Dec 97 Richmond, VA

Director-Call Center Operations:
Served in a variety of capacities while assigned to the Customer Service Department. Responsibilities have included management of resource planning for entire department, direct line management of up to 170 associates, and project management for various technical projects. Major accomplishments and responsibilities are listed below.

• Responsible for the creation and implementation of formalized staffing/scheduling processes and procedures.
• Accountable for ensuring targeted service level objectives and occupancy goals were met consistently at half-hour intervals.
• Planned and executed hiring strategy of over 1,800 new hires within department.
• Developed and implemented processes, procedures, and tracking system in order to effectively manage and monitor off phone activities of associates.
• Responsible for planning and administering all off phone activities for 1,200 associates in 3 separate locations.
• Directly managed a team of Operations Analysts who supported analysis, execution, and development of numerous projects and initiatives.
• Orchestrated expansion of department that included opening two remote facilities.
• Directly responsible for continued development and support of Voice Response Technologies.
• Operations Project Manager responsible for design and implementation of CTI enabling technology.
• Operations Project Manager responsible for the design and implementation Datawarehouse technology.
• Key member of project team that evaluated and recommended consolidation of various call centers within company umbrella.

Confidential. Nov 87-May 93 Salinas, CA

Section Manager-Risk Control:
Responsible for ensuring tactical collection campaigns were designed and implemented on receivables 60-89 days delinquent. Manage and motivate 80+ employees on a daily basis.

• Interpretation of MIS to ensure campaigns are penetrating the portfolio and minimizing risk.
• Coordinate/develop training programs to workforce is in harmony with collection initiatives.
• Integration of third party vendors to ensure maximum collection efficiencies are achieved on problematic receivables.
• Utilization of support technologies that maximize productivity without compromising risk.

Asst. Customer Service Manager-Interchange Services:

Operations Project Manager:

Senior Financial Analyst:

Confidential, Card Product & Services Division Jul 87-Nov 87

Pasadena, CA

Senior Financial Analyst 

Confidential, West Texas/New Mexico District Feb 86-Mar 87 Maljamar, NM 

Associate Analyst 

Education

Master of Business Administration-Emphasis in Finance 
Bachelor of Science-Business Administration