Duties - Managing a call center operation of 300+ employees who take orders of fast food menu items of burger king and pizza hut. Directly managing four associate directors who are divided by brand and activity of the sales operations. Able to create systems in alignment to a custom business model for the call center based on the geographical location and business needs. •Telemarketing Campaign •Outbound activity management •Food and Beverage delivery management •Profit and Loss dashboard utilization • Remote call center management •Field operations management •Training and Development •Organizational Structure design •Internal revenue management

Duties - Effectively develop and execute strategies to transition employees at all levels to new business processes and systems; directly supervise 12 management employees (140+ non exempt employees). Accomplished professional offering distinguished experience in leading customer service operations, organizational management, team development, and human resource functions within call center environments. Direct reports included D band supervisors. •Strategic Plan Development / Execution •Performance Measurements •Resource / Incentive Planning •Organizational Design / Development •Supply Chain Management • Relationship Management •Team Development & Leadership •Quality Improvement process •Remote call center management •Project & Change Management

Duties - Supervised and supported 3 work groups for 40 employees who included the resource management team, an online technical support team and an offline team that supported the entire operations for the South area technical support department. Supported team by resolving issues (systems, processes, procedures, policies) hindering job performance. Proven track record of effective leadership, team development and change management. Knowledge of Customer Services policies and processes. Strong interpersonal and presentation skills. Proven motivational demeanor. Strong negotiation, decision-making and organizational skills. Outstanding written and oral communication skills. Some Core competencies are as follows: •Effective leadership • Team Development •Excellent customer service and retention •Developing quality programs, policies, and procedures •Organized and customized technical support training materials • Developed methods, procedures, and departmental internal processes •Built comparisons and correlations to reduce repeat caller •Reduce call in rates relating to trouble tickets

Duties – As a member of the Customer Care Support Desk (CCSD) monitored, reviewed, and escalated troubleshot cases from Customer Care Consultants to other departments.

Handled large volume of incoming calls ranging from trouble-shooting cell phones, configuration and set up of new phones, maintaining computer logs on a Win98 system.

Motivated subordinates to market and sell in house financing, additional Extended warranty and regular maintenance schedules. Accomplishments over the period of 24 months, which were consistent. Sold 11 units consistently In-house financing was introduced and successful in less than 120 days Additional Extended warranty Maintenance schedules