Contact Center Management
Energetic manager with extensive experience driving results in high-volume, quality contact center operations throughout the United States, Australia and New Zealand
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
