Domestic & International
Call Center and Customer Care
Designed and implemented call-centers worldwide from conceptualization to implementation
Managed centers with over 100 people domestically & 250 internationally
Developed training curriculum, scripting and trained employees
Developed and advertised position descriptions
Interviewed candidates and made personnel selections
Developed performance appraisal systems
Implemented a sophisticated telephone and operations measurement tool
Increase customer satisfaction measurement in 14 state region
Developed motivational training tools to improve performance & morale
Profit & Loss Management of call centers
Scoped, sized and developed implementation plans
Business process relationships defined and documented