Goal driven results oriented operations executive with extensive call center experience possessing excellent strategic planning, extensive program management, and, effective and inspiring leadership. Proven ability to provide programmatic leadership and input for all strategic plan implementation processes as well as develop and implement system for tracking and reporting progress on the strategic plan implementation.
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Created, developed, staffed, and supported teams between 60 and 500 employees
Upheld budgets between $2,280,000 and $18,500,000
Attained and sustained sales goal of $250K/month
Averaged 98% successful sale-to-bill
Consistently attained and sustained monthly collection goals of $1,000,000/Month
Attained and sustained efficiency goal of 90% task completion within 30 days
Averaged 73% client retention rate for all programs
Reduced team customer escalated calls by 32%, and reduced department customer escalated calls by 20%, within a two-month period
Minimized PUC/FCC complaints within 30days by trending escalated calls and implementing standards to ensure issues addressed before being escalated to outside government agencies
Improved corporate accounts receivables by 15% within first month of inception by having receivables collected within 60 days versus 90 days
Over fiscal year, located $2M in fraudulent outstanding accounts receivables by intercepting new connect orders placed by parties owing said debt, saving the company from incurring additional fraudulent charges
Over a four month period successfully improved team center rank from last place to third place
Ability to quickly recognize improvement opportunities and implement corrective procedures in short order reflecting immediate positive results
Selected to attend Presidents Club
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Prince Law, LLC
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