Who I Am:
I am a Customer Service and Sales Professional with over 20 years of experience leading contact centers within various verticals. Driven by meeting the needs of customers, both internal and external, I thrive on reinventing business units, exceeding expectations and leading teams to be their best.
Who I Help:
I help companies that are interested in business process outsourcing, developing new contact centers, reinventing, reenergizing or taking existing contact centers to the next level. I have achieved success in various verticals including Banking, Insurance, Finance, Travel & Hospitality and Real Estate.
How I Help:
In order to help ANY organization, it’s important that I understand a company’s, business and operating models, strategic goals/direction, product/service offering, internal/external customers, competition, threats, drivers of customer satisfaction/sales and leadership’s perspective on what is/is not working. I also devote time to understanding the people, processes, technology and performance within an operation. Once I have acquired the necessary knowledge, I lead organizational transformations by aligning people, processes and technology with the company's strategic goals to ensure the best possible outcomes are achieved.
May 2013 - Oct 2014
Vice President - Outbound Sales & Operations
International Cruise and Excursions, Inc. (ICE)
2010 - 2012
Inside Sales National Director of Customer Acquistion
2006 - 2010
Customer Service Line Manager
2004 - 2006
President & Owner
Bachelor of Arts (B.A.)
State University of New York at Binghamton
Executive Master of Business Administration (M.B.A.)
Arizona State University, W. P. Carey School of Business
Goodwill of Central Arizona
Joint Legislative Committee on Homelessness
Arizona Economic Security & Advisory Council