- Executing and driving consistent best practices for multiple clients in medium to large contact centers
- Customer Service improvement and Execution on KPI’s in omni-channel environments
- Direct to Consumer Marketing, Sales and Customer Retention
- Building High-performing work cultures and Employee attrition reduction
- Call center technical expertise in evaluation and implementation of all hardware/software
- Management of Bilingual lines of business
- Strategic and Tactical Business Planning and Growth
- P&L and Budget Management for multiple Lines of Business and locations to $50M
- Consumer Marketing and Data Analytics based performance improvement
- RFP preparation, business proposals, and C-level presentations
- Vendor Management
Contact Center consulting and management providing assessment, planning, and implementation services to optimize mission-critical resources – people, process, and technology.
- Strategic and tactical goal development and implementation for Direct to Consumer Marketing and Sales
- Hiring, Training and key employee reviews to ensure teams are staffed with high performing individuals.
- Hands on management of BPO/ In-House/Near Shore and Off Shore Call Center Operations including Call Center vendor selection and management. Assistance with site location, market analysis, contract negotiations, RFP preparation, and C-level presentations.