Customer Service Communications/training
Client development/retention Facilitator/leadership skills
Competitive maneuvering Platform skills/group presentations
Presentations/demos Staff development/productivity growth
Operations/service/quality control PowerPoint/MS Office
Contract negotiations Apollo/Sabre/Viewpoint applications
Aspect/Avaya/Blue Pumpkin Centre Vu Supervisor
2007 Rising Star Award
2007- Chairman Gold Award for Great Works- Six Sigma
As Senior Operation Manager of the 24 hour emergency service for Carlson Companies; I created redundancies for several military government accounts to include the Navy, and Army Europe for emergency service and deployment of troops during the Iraq war. Reduced the overall deficit within the department by 75% by creating aggressive collection strategies; established constructive dialogue with delinquent customers using Six Sigma practices.
As National Workforce Manager for Carlson Companies; I was responsible for successful delivery of 5 large-scale contact centers within the US and internationally; transforming engagements involving technology, process, and organizational change initiative. I was also responsible for intra-day analysis of calling demand, adjusting demand ratios as necessary,...
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1994 - 2009
Carlson Companies–Phoenix, AZ 85014 1994- 11/2009
Senior Operation Manager: Manage the day-to-day operations of a high profile account including forecasting, reporting, intraday volume management,...