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Professional Profile

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.

Work experience

Sep 2014Present

Workforce Optimization Analyst - L&P

Jan 2014Sep 2014

Vice President of Implementation

Aug 2008Jan 2014

Director of Client Services

DIRECTOR OF CLIENT SERVICES liaison for clients working in conjunction with operation and support teams between three locations Constructed and executed company processes and policies; audited the adherence to those processes Constructed and conducted company management training Analyze reporting, measure trends in results and pro-actively establish action items regarding program performance on all levels Managed inbound call volumes on multiple programs Responsible for performance on both sales and customer care programs Responsible for program growth-grew agent base from 30 to 150 agents under my leadership Prepare and present monthly and quarterly performance reviews Manage and recruit for Back Office teams at three locations Built a team of Client Service Managers across three locations Responsible for a team of Customer Service Managers across three locations that handle post sale care support for our clients customers Developed full suite of center and program audit processes Coordinated, developed and executed full suite of managementtrainingcurriculum PRC CEDAR RAPIDS, IA
Jun 1995Aug 2008

Regional Quality Assurance Manager & Site Director


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