Contact Center Management
Operations Manager
Dynamic leader, excellent communicator adept at engaging people to achieve exceptional levels of productivity and service level performance
- Multiple Discipline Process Expertise – Customer Service, Sales, Loan Origination, and Collections
- Dialer Management – Queuing Theory, Simulations, Poisson Process Models
- Complex Workflow Direction – Multi-shift Scheduling and Floor Management of units to 350 FTE
- Operations Metrics – Data Analysis, Key Performance Indicators, Management Reporting
- Vendor Administration – Operating Systems, Auto Dialer, Customer Relationship Management
- Profit & Loss – Budget and Forecasting, Productivity Improvement, Cost Control
Mortgage Operations
Manager of mortgage operations including loan origination, customer service and collection; Took the business from “worst to first” in Australia in less than three years.
- 350 FTE Call Center servicing Australia and New Zealand
- Internet and Affinity Programs
Law Firm Operations
Operations Manager for law firm with national 3rd party collections and bankruptcy practice.
- Hands-on management of national multi-shift, call center
- Created key performance indicator reporting and alert system
- Developed “Company University” web-based training system
- Designed quality assurance reporting system
Knowledgeable strategic thinker continuously testing assumptions, anticipating the
impact of economic and industry changes – preparing to lead or adapt
