Experience

The Work Activity Center

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Director

  • Jul 2022 - Present

  United States



Call Center Director

• Contact Center Director

  • Dec 2017 - Jul 2022



InTown Suites

• Hospitality
• 200 - 300 Employee

• General Manager

  • Jun 2016 - Jul 2022

  Hired to manage the day-to-day operations and overall profitability of a 144-unit extended stay facility. Responsible for all operational aspects, including sales, marketing, staffing, training, WFM, quality, payroll, facilities, quality control, and procurement. Monitor cost controls and resolve customer issues, consistently maintaining exemplary guest satisfaction.



Movate

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Site Director - Utah Call Center

  • Dec 2014 - Jun 2016

  Greater Salt Lake City Area Site director equivalency, managing 380-seat outsourced call center site providing inbound/outbound sales, customer care, back office, and tech support. Responsible for 16 key clients spanning 6 lines of business in the retail, telecom, television/entertainment, government, consumer tech support, business/enterprise tech support, and energy verticals.



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Site Director

  • Sep 2003 - Dec 2014

  Site director equivalency, serving as site CEO, leading a 650-seat BPO contact center. Services provided included customer care, tech support, parts dispatch/repair, back office, eCommerce, and online retail support across 10 LOBs including PCs, TVs, cameras, iPod/mp3 players, power equipment (lawn mowers and pressure washers), email, chat, and voice. Managed full spectrum of departmental units (HR, staffing, training, quality, IT/network services, security, client services, WFM, and… Show more Site director equivalency, serving as site CEO, leading a 650-seat BPO contact center. Services provided included customer care, tech support, parts dispatch/repair, back office, eCommerce, and online retail support across 10 LOBs including PCs, TVs, cameras, iPod/mp3 players, power equipment (lawn mowers and pressure washers), email, chat, and voice. Managed full spectrum of departmental units (HR, staffing, training, quality, IT/network services, security, client services, WFM, and facilities). Show less



XO Communications

• United States
• Telecommunications
• 700 & Above Employee

• XO Communications

  • Jan 2001 - Sep 2003



XMission

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Tech Support

  • Jul 1998 - Aug 1999



Packard Bell NEC

• Computer Hardware Manufacturing
• 1 - 100 Employee

• Agent

  • Oct 1996 - Dec 1998