• Strategic and hands-on leader offering 21+ years of progressive experience in overall leadership, direction, and execution for Contact Center Departments, including sales and operations management
• In-depth experience in optimizing contact centres for success by creating and leading high-performing, revenue-focused teams, streamlining processes, and utilizing technology to improve productivity and increase profits
• Instrumental in overseeing all aspects of sales and operations within the business, including designing the strategies to meet targets and developing business relationships with clients/customers
• Adroit at leading contact centre functions in delivering exceptional levels of service through the implementation, creation, and delivery of SLAs and KPIs, focusing on continuously improving service quality through CSAT initiatives