Served as a lead expert resource for strategic business initiatives. Manager with over 8 years experience growing BPO Call Center Corporate business, reducing expenses, increasing profits, and providing strategic assistance. Industry experience includes telecommunications, financial services, wireless- services, and business services. Provided critical strategic planning with significant focus on the areas of support operations, business development, service administration, and call center management. Accounted for the operational excellence and efficiency of the call center including: achieving KPI (Key Performance Indicators) standards Responsible for ensuring operational and financial objectives of the call center are met. Specialties: Customer Service Strategy Development , Budgeting and P&L Accountability , Quality, ISO, and Process Improvement Leadership , Support System Innovations Revenue Generation and Cost Control ,, Call Center and Help Desk Management ,Training and Course Development, Business Development and Sales , Customer Relations and Solutions , Facility and Office Management , Customer and Employee Survey Programs, Data and Telecoms Technical Support, Internet Site Development and Business Utilization.
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