I'm a personable, take-charge global account management and business development professional who delivers uncommon outcomes and unprecedented results. I've led the design and implementation of game-changing client management and key account retention strategies, transforming underperforming teams into high-caliber, multi-skilled customer service champions. As an enterprise change agent, I build and manage success-oriented, “can-do” organizations. My 25+ years of leadership experience have included process reengineering, change management, customer advocacy, top talent acquisition and management, CRM technologies, and strategic business initiatives. I've demonstrated enviable success in call center environments, turning centers into revenue producers. A key driver in large organizations, I'm passionate about excellence, playing major roles in designing and delivering elegant, practical customer experience solutions. I position organizations to achieve ambitious goals. My proven keys to success include a commitment to excellence, a high level of integrity, and a strong work ethic. Degrees held include a Master of Science Degree in Telecommunications Management from Golden Gate University, and a Bachelor of Science Degree in Business Administration with a Marketing major and Communications minor from California State University. I'm an industry thought leader and demonstrates deep experience in all dimensions of call center success including issue resolution strategies, leadership development, employee training and retention, and customer experience excellence.
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