I am an innovative leader with 20+ years of successful experience driving operational excellence by identifying and developing talent, enacting cost-effective strategies, and making business-savvy decisions that have yielded consistent goal attainment. My primary expertise is in call centers, back-office operations, capacity planning and workforce management. In my roles, I have shown a strong aptitude in strategic workload planning including performance metrics, oversight of qualitative and quantitative data collection and analysis. I have managed in brick and mortar sites, remote/work at home sites, and off shore teams (Dominican Republic). For the last 21 years, I have proven success in high visibility roles within Contact Center Operations, emphasizing alignment of planning efforts with the business strategy and Customer Relationship Management (CRM). I am skilled at developing front line leaders to excel at managing Key Performance Indicators such as Handle Time, First Call Resolution, Sales Percentage, Credits, Truck Rolls, Escalation Percentages, Call Quality, Customer Satisfaction Indexes, Employee Retention and many others. As an Operations Director and Manager, I have worked one on one with many clients to include Best Buy, AT&T, and DirecTV, and am comfortable working directly with a client, not just to meet their expectations but to also identify potential areas where we could be of additional value to them. One example of showing added value to a client was the development of a specialized call team that would specifically handle customers that had called in multiple times in a 30 day timeframe. This team was given additional tools to help determine and fully resolve any ongoing issue so that the customer would not feel they had to call back in due to an unresolved issue. I possess Bachelors of Art Degrees from Colgate University (Political Science, International Relations, and History), as well as completed Linguist training at the Presidio of Monterey, Defense Language Institute. I also completed several ICMI (Incoming Calls Management Institute) certification courses to include: Prior feedback from some I have worked with includes: “I have had to pleasure to work for and with Mike for the past decade, finding him to be one of the top influential leaders in my life. Mike taught me how to identify and adapt to rapid changes, capture and analyze data, and tie all those attributes together, to execute rapid actions to fix, improve, or develop processes, leading to stronger profits and employee engagement. In time, I moved from working with him, but still reach out often for his lead