Jun 2009 - Apr 2013
eCollege Help Desk Manager·
- Created strategy and oversaw daily operations for a 130 person local call center as well as 250 remote staff.
- Collaborated with fellow managers and peer departments to introduce new 2 tier strategy for maintaining support levels while adapting to strategic changes.
- Maintained direct reporting employees in Denver, Indianapolis, and Boston. Managed remote teams in Boston, Glenview, India, and the Philippines.
- Improved employee job morale and performance through the implementation of a metrics based scorecard system, and an employee recognition program.