- West Liberty IA
Motivated, personable business professional with 16 years of call center managerial and leadership experience and a successful 12-year track record of profitable growth for associated companies. Talent for quickly mastering technology – completed Kirkwood courses for Microsoft Office applications; Excel, Word, Power Point, and Access. Diplomatic and tactful with professionals at all levels. Accustomed to handling sensitive, confidential business intelligence. Demonstrated history of producing accurate, timely reports, presentations and meeting stringent QA, compliance and operational guidelines.
Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Workforce Optimization Analyst - L&P
Sep 2014 - Present
Vice President of Implementation
Jan 2014 - Sep 2014
Director of Client Services
Aug 2008 - Jan 2014
Regional Quality Assurance Manager & Site Director
Jun 1995 - Aug 2008
REGIONAL QUALITY ASSURANCE MANAGER Managed the efficiency and productivity of the Iowa Quality Assurance Departments across 6 sites Responsible developing QA policy for new clients Responsible for meeting QA expectations of existing clients Developed and managed all QA Supervisor staff
Managed the daily operations of a calling center that employs over 100 people.
Responsible for the training of our sales staff
Managed the profitability of the calling center
Responsible for all staffing and recruiting needs
Managed client’s programs at the center level to meet their hours, production and quality goals