Above 15 years of successful experience in Call Center Management, Defining and clarifying all aspects of Customer Relationship Management (CRM) from strategic vision to process reengineering across a wide range of large multi-location and multi-national Outsource Service Providers. Solving business problems at strategic and tactical levels with technology, management and operational solutions. Creatively utilize business process re-engineering and process improvement to drive efficiency and service quality. Strong experience with quality initiatives, performance improvement, training assessment, staff development, staff scheduling and forecasting. Solid leadership skills and the ability to communicate a vision and align the organization and teams efforts towards achieving set goals.