Accomplished BPO, customer experience and contact center management professional with extensive experience driving organizational change to transform effectiveness of inbound/outbound, email, text, and social media interactions across multiple sites. Expert at analyzing teams and center performance to identify improvement opportunities. Skilled problem solver and critical change agent; proficient at devising innovative policy, best practice, and technology solutions to propel productivity, profitability, and service levels.
Competencies include:
- Strategic Planning
- Team Leadership
- Reporting & Analytics
- Technology Integration
- Workforce Optimization
- Training & Mentoring
- ...
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