Great communicator on what is important in a call center operation

COMPANY	POSITION HELD	DATES WORKED
Maximus	(Confidential)	9/2005 - 3/2007
C4	(Confidential)	12/2003 - 8/2005
AT&T	(Confidential)	4/1980 - 11/2003

SCHOOL	MAJOR	YEAR	DEGREE
UConn	Business	1977	Bachelor Degree

Highlights:

Experience in Health Care and Financial Services Contact Centers from my recent position of Director- Contact Center Performance at Maximus? Operational Excellence – extensive focus on Best Practices and Benchmarking all Contact Center operational components? Agent Life Cycle – in depth understanding of the human resource requirements for success in the Contact Center environment? Educational philosophy – taught strategy, leadership, technology and customer satisfaction curriculum at AT&T’s College of Call Center Excellence for three years

Companies I like:

AMEX, USAA, Fidelity

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Contact Center
• Call Center

call center operations, call center performance