SUMMARY OF QUALIFICATIONS:

PROFESSIONAL EXPERIENCE:

• Over 30 years of management experience. Area's include: Customer Service, Operations, Telecommunications, Genesys, Telemarketing, Policy Planning, Operations Support, Logistics, Application Development, 3rd Party Call Center relationships, Telesales, Collections, Customer/Supplier Relationships and Human Resource Development.
• Extensive training in Diversity, Leadership Effectiveness and Consultative Partnering.
• Six Sigma Trained.

Confidential

Sr. Director Operations Planning and Strategy

Responsibilities:

• Strategic Planning, Forecasting, Staffing Models, Performance Analysis.
• Responsibility for all contact centers strategic planning, as related to operations planning.
• Site consolidation/expansion as appropriate.
• Acquisition coordination and strategic integration
• Budget responsibilities for entire operations staffing needs
• Work Force Management
• Establishing schedules, planning and coordinating all OPA off phone activities for contact center operations.
• Creation and operational responsibility for blending quality distribution of cross skilled market volume.
• Responsible for 3rd Party Call Center relationships Convergys, Alpine, Eperformax, etc
• Responsible for YOY reduction in net operating expenses.
• Business Intelligence group: Responsible for producing all reporting and analytical analysis for the various business units supported.
• Telecommunications Routing Design
• Design, manage and audit efficiency of telecommunications routing for Global Contact centers 8 In House and 7 Outsourced
• RTM Real Time Management Center: Group coordinated all DRP and reactionary operations activities, within a day. Coordination of all Outsourced Partners.
• Lead Operations Planning for the Americas Division Operations within Canada, USA, Guatemala , India and Philippines

Responsibilities:

• Strategic Planning, Forecasting, Staffing Models, Performance Analysis.
• Responsibility for all contact centers strategic planning, as related to operations planning.
• Site consolidation/expansion as appropriate.
• Acquisition coordination and strategic integration
• Budget responsibilities for entire operations staffing needs
• Work Force Management
• Establishing schedules, planning and coordinating all OPA off phone activities for contact center operations.
• Creation and operational responsibility for blending quality distribution of cross skilled market volume.
• Responsible for YOY reduction in net operating expenses.
• MIS group, responsible for producing all MIS for contact center operations.
• Site Operations for Universal Teammate site in canton Ohio, 650 FTE, answering 8 different Credit Card types, plus near term Collections.
• Telecommunications Routing Design
• Design, manage and audit efficiency of telecommunications routing for 11
• different contact centers.
• TOC Telecommunications Operations Center: Group coordinated all DRP and reactionary operations activities, within a day.

Confidential

SVP Operations Planning and Analysis

Lead five departments of analyst and coordinators for the Customer Service Division.

Responsibilities:

• Strategic Planning, Forecasting, Staffing Models, Performance Analysis.
• Responsibility for all call center strategic planning, as related to operations markets included in area of responsibilities include - Retail, Small Business, Online/E-Mail, Sales both consumer and small business , large Corporate banking and Wealth , Consumer Lending and PEL/HEL.
• Site consolidation/expansion, as appropriate. Cross-market strategies for efficiency gains.
• Scheduling /Tactical Analysis.
• Establishing schedules, planning and coordinating all OPA off phone activities for contact
• center operations.
• Skill based routing, by market and profitability.
• MIS group, responsible for producing all MIS for Contact Center division.
• Division wide responsibility for performance analysis and analytical metrics development. Six Sigma Black Belt level
• NOC Network Operations Center , that coordinated the Geotel and
• manual telecommunications routing as well as disaster recovery.
• Telephony design group, responsible for the design and analysis of specific,
• market related telephony functions and requirements.
• Voice design and self-service IVR, Web strategy and development.

Confidential

• Position had leadership responsibility, for three departments of planning analyst and coordinators. Area included:
• Capacity Planning strategic staffing group, responsible for the various business units' volume/productivity and attrition forecast and subsequent staffing requirements.
• Scheduling tactical planning and coordination of the various schedules and off phone activities.
• NOC Network Operations Center Control desk responsible for telephony moves and risk management for daily operation among the 14 contact centers and

Confidential

• Develop and implement solutions, for clients through project management and resource re-engineering.
• Working with IT departments to institute: Strategic planning, process methodology, workflow re-design, and general business solutions in the application development, telecomm and customer service environments.

Confidential

Managed staff of three direct reports and 2700 indirect reports. These three Sr. Mangers led the following groups within the IT division. 1 Development group for the reservations interface 2 Solutions engineering and technology group for the Marketing Services Center 3 Marketing database operations for guest profiles and strategic database marketing.

Confidential

Network Development Performance Analysis.

Responsibilities included: Daily and long range planning of the Worldwide Customer Service Telecommunications operations i.e. IVR, ACD, AT T, LAN/WAN development , resource scheduling for 2400 agents, forecasting, staffing models, call type analysis, performance reporting and analysis, capital and telecommunications expense budget.

Confidential

Responsible for the daily and long range operations of a 159-position customer service center. Responsibilities for coordinating and or managing the following activities: staffing, scheduling micro-level reporting, telephone sales, telemarketing, human resource development projects, quality action teams, performance evaluation and enhancement, capital and expense budget.

Confidential

• Managed daily station operations, for couriers and customer service agents.
• Responsible for the timely delivery of customers packages and logistical planning of
• station and customer accounts. Developing the weekly schedules for employees,
• expense budgets, route analysis, performance evaluations and Department Of Transportation DOT testing and training.

Confidential

Managed staff of specialized customer representatives, trained to assist high revenue customers and those with systemic issues. Participated in Beta testing of regional assignment personnel, aligned with sales districts to move the workforce closer to our customers.

Confidential

Coordinated the activities of on-road couriers and performance reporting.