Expert Profile
Certified Strategic Leader successfully energizing and elevating the performance, quality assurance, retention and customer experience of diverse brands for over 17 years.
Directed service and sales activities, SLA's, QA, WFM, communications and client relationships in 9 sites, 4 start-ups, 3 remote centers and 2 client facilities managing up to 500 people and 14 direct-reports. Navigated turnarounds, acquisitions and existing teams for public, private, global, e-commerce and BPO organizations. Adept at re-building strategies and cultivating cultures that fuel Brand Passion, Signature Service and Elevated KPI's on the front-lines. Strengthen agent KPI's through impassioned leadership, success coaching, empowerment and positive reinforcement. Connect the best talent to the organization through optimum candidate selection.
• National Customer Service Manager; *****
Life Fitness (A Division of Brunswick Corporation), Schiller Park, IL
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• Call Center Operations Manager (BPO Turn-around); 2009
Cambridge Integrated Services, Chicago, IL
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• Director of Customer Care; *****
Simple Truths (simpletruths.com), Naperville, IL
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• Director of Customer Relations; *****
ACC Capital Holdings, Rolling Meadows, IL
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• Manager of Call Center Operations; *****
Kemper Financial, Inc., Schaumburg, IL / Dayton, OH
BBA - Argent University
CCSL - ICMI
• International Customer Management Institute
• Customer Contact Management Association
• American Management Association
• Customer Relationship Management Association
2010 to 2012 - Tackled key team development process improvements pertaining to Web Design, Front-line Training, Workforce Management, Metric Reporting and Quality Assurance Initiatives.
2009 - Helped to launch a new contact center for the Canadian market at a leading financial services company including the recruiting, hiring and initial training of all staff.
2009 – Launched CECE Quality Assurance and Training initiatives and rebuilt all service processes in the 2nd busiest transportation call center in the United States.
2008 – Integrated Salesforce CRM and Web to Case platform into customer care operations.
2007 – Developed global customer care service and sales center for a leading online e-tailer.
2007 – Instituted a comprehensive executive level recruiting campaign for a leading business management consulting firm.
2006 – Created cross training program for Customer Relations and BVM staff on all critical servicing functions.
2005 – Developed national marketing campaign to improve broker communications, service and online self service tools.
2005 – Created the C.O.R.E. initiative to enhance operational efficiencies and enhance all communications.
2004 – Chief architect and project manager in launching a nationwide 24x7 customer relations contact center.
2003 – Implemented service center training program and recruiting campaign for IL and OH consumer-direct call centers.
2001 – Developed and launched Ohio consumer direct and B2B seat call center operation.
1998 – Developed and launched Illinois consumer-direct seat call center operation.
1994 – Developed B2B and retail telesales call center operation merging 3 units to service Midwest customer base.