Call Center Sr. Manager with experience with inbound and outbound, client and associate satisfaction initiatives. Skilled in inbound/outbound customer care delivery including up-sell techniques and implementation of call escalation and retention queues. Experienced in management of centers in diverse locations including offshore vendor management. Recognized for excellence in planning and executing with a keen focus on process enhancements and bottom line P&L improvements.
* Pro-Active Leadership Skills * Business Launch and Support
* Staff Coaching and Mentoring * SOP Management
Specialties: Operations, Vendor Management, Training, Launch Support (USA & Overseas), public speaking, writing, leadership training/development, networking, SOP management.
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