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Summary

Proven leader of people and projects.  Effective in startup to large scale organizations.   Specializing in organizational performance evaluation, financial analysis, forecasting, and identifying and creating alternative models to improve organizational efficiencies, and facilitating the implementation of new tactics to achieve departmental and company wide objectives.

  • 11+ Years call center management, 5 years in remote environment with extensive client management.
  • Planning, staffing, KPI’s, budget management and change champion.
  • Global operations oversight with strong technical, communication and senior management experience.

Technical Background:

Windows and MAC operating systems; Microsoft Office Suite; Access and Excel expert.

Zendesk Ticket management, Zendesk Talk and Chat, Articulate Storyline, Adobe Suite, Multiple LMS Platforms, Scorm, SalesForce.com; Jira; Basecamp; Multiple ACD platforms; KANA e-mail tracking software; TCS workforce management; Microsoft Visual Basic and Visual Basic for Applications; hardware installation and maintenance; small network installation and maintenance; knowledge of networking protocols.

Additional Note:

  • From November 2015 to May 2016 I assisted a former colleague in a startup launch, Nogginwear.com in exchange for company equity; developing business plan, financials and securing funding.

Work experience

May 2016Present

Customer Service Operations & Project Manager

Boldleads - SaaS
  • Operational management of remote customer service and success operations teams.
  • Through leadership and operational efficiencies department handled a 159% increase in service volume while only increasing staff by 45% and maintaining service levels year-over-year.
  • Systems implementations - time management platform, VoIP system, learning management, staffing and planning model, KPI’s and control points, live chat and customer facing help center.
  • Management of multidisciplinary projects from conception to close identifying key issues, approaches and performance metrics. Documentation of business requirements and business processes.
Mar 2013Nov 2015

Director of Call Center Operations / On-boarding

Virtual Call Center Operations
  • Operations Director for remote call center – ground up program creation for outbound entity building team from 2 to 100 agents.
  • LMS and CRM integration and training development – from concept to implementation developed on-boarding systems to autonomously handle 700+ applicants per day.
  • Extensive ground up e-learning development including per-employment screening, training, and post training material development.
  • Manage all aspects of call center operations including but not limited to recruitment, certification, script development, reporting and cost metrics, report development, partner management, and SEO.
Jun 2010Mar 2013

Consultant

Iron Desk Consulting
  • Product/Project management including analytic's, campaign-management, competitive landscape (tools, pricing, value, quality), road map, network architecture and topology input, operational tools (vPBX, CRM, finance).
  • Automated financial reporting system for Aerospace client owned by Private Equity Firm.
  • Developed, implemented, and analyzed cost model for call center operations giving company detailed oversight of past, current, and future profit analysis forecast.
  • Deployed and managed telemarketing campaigns, product-management for competitive offerings and pricing, drafted third-party call-centers and vendors, provided robust, daily analytics.  Operational review of business units resulting in direct savings of$280K in staffing costs.
  • Operation review of call center operations – management of 200+ seat call center restructuring project – vetted and key partner in hiring of call center director including training.
  • QA program and procedures development for internal and outsourced call centers.
  • Management of outsourced call center operations, including sourcing of 3rd party operations to sure up companies ability to flex staffing for volume and call type fluctuations.
Feb 2009Jun 2010

Senior Business Analyst

WoodPellets.com Formerly PelletSales.com
  • Database development / Data mining- transportation costs tracking, quality control monitoring, affiliate dealer tracking and email campaign list management –projects include access to SQL integration.
  • Cross functional project management – Database normalization, Web based order interface, SQL integration, budget and financial models.
  • SEO-SEM Ad management and performance monitoring including vendor oversight, web performance tracking including traffic and key word trending, user behaviors, and tracking multi-variant testing.
  • Daily / weekly / monthly reporting on web traffic, company sales and shipment performance, industry price trending, and bench-marking of competitive fuel indexes.
  • Management of company security and phone systems.
2006Jan 2009

Financial Analyst

DSCI Corporation
  • Responsible for auditing vendor billing in excess of $200K per month identifying cost recovery and billing opportunities.
  • Cost control efforts resulting in the recovery on average of $110k per year with additional projects in excess of $400K.
  • Company liaison to major vendors including Verizon, Qwest, Global Crossing, and Paetec for pricing and dispute resolutions.
  • Key member of development team in the creation of custom automated cost control and margin analysis system.
  • Working in coordination with multiple business groups developed processes and procedures for workflow improvement.
  • Worked extensively with sales force providing custom customer pricing strategies ensuring corporate margin rates were maintained.
May 2004Jul 2005

Planner / Operations, GE Direct – Mail Order / Internet

Brookstone / Gardeners Eden
  • Provided inventory and financial plans encompassing catalog and website operations of 900 skus per catalog and five catalogs per year; sku turn at 70%.
  • Involved in catalog layout and product selection process, Reviewed new catalog layout and copy, approve email marketing material, web content review and provided dominance suggestions.
  • Implemented automated system for purchase order creation and reporting inventory back-order status.
  • Managed overstock inventory through coordinated email efforts, web sale page management and creations of catalog sale pages including product selection and pricing strategy for all direct channels.
  • Supervised three inventory planning coordinators who assisted in purchase order placement, shipment tracking and providing vendors projections.
  • Increased catalog and web in stock percentage by six percentage points; reduced backorder demand dollars by 30% over LY.
19982004

j jill

Business and Statistical Analyst; May 1999 to 2004

  • Created dynamic computerized budget model for yearly and quarterly corporate planning.
  • Development budget model and forecasting process reducing abandonment rates by up to two percent annually and reduced Cost per Transaction by almost one dollar.
  • Forecasting and auditing of telecom expenses of $745,000 per year as well as 3rd party vendors; Auditing saved $20,000 per year in excess charges.
  • Developed corporate call center statistical reporting including demand sales volume forecasting, call center volume forecasting, and call flow modeling.
  • Extensive historical data tracking projects utilizing Excel and Access models to establish baselines performance measures; analyze circulation trends for 28 yearly catalog drops (67 million catalogs).
  • Liaison between corporate marketing Vice President and senior call center management.

Operations Coordinator, 1999

  • Established standards for launch of Operations Help Desk.
  • Hired, trained, and evaluated staff performance levels with five direct reports.
  • Established the operations desk as a hub for all call center level statistical analysis and information distribution.
  • Organized and guided daily management meetings for the evaluation of present and future staffing needs based on present performance levels and real time volume trends.

Call Center Supervisor, 1998 to 1999

  • Directly supervised eight team leaders overseeing 180+ call center associates.
  • Assisted in developing performance based incentive programs for call center associates.
  • Responsible for all call center based performance tracking and reporting.
  • Transitioned call center into new facility while overseeing the training and implementation of a new order entry system.

Education

20002003

MBA

University of Phoenix
19921995

BA

Castleton State College

Portfolio

Portfolio