Experience

Mural Corporation

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Operations Manager, Microsoft

  • Apr 2019 - Present



Agero

• Tucson, Arizona Area

• Operations Manager

  • Nov 2011 - Jan 2019

  • Led a top performing team of 5-12 Operations Supervisors and 80-200 hourly associates responsible for inbound and outbound call center operations • Managed client expectations while actively promoting the corporate mission and value statement • Prepared and implemented monthly and seasonal rewards and recognition campaigns to improve employee satisfaction and drive performance improvements • Developed performance tracking tools and outlier management strategies to drive consistent performance improvement • Responsible for developing and administering budgets for the annual merit and monthly bonus programs budgets for 300-400 salary and exempt associates • Worked in tandem with the Learning & Development team to create and deliver client specific training materials Show less



Arizona Mail Order Co Inc

• United States
• Telecommunications

• Credit & Marketing Operations Manager

  • Jul 1989 - Oct 2011

  • Led a successful team of 4-6 exempt employees and 25-35 hourly associates responsible for a variety of operations, loss prevention, marketing and call center responsibilities • Created and maintained executive and internal business reports tracking associate and portfolio performance • Reduced check and credit card losses by 50% by implementing enhanced front end controls • Developed marketing plans and forecast for all credit advertising mailings • Analyzed systems and procedures and implemented modifications based on findings • Designed training material and programs, testing/evaluation procedures for both internal associates and corporate call center associates • Reviewed practices and marketing collateral to insure continued compliance with Federal & State regulations • Interfaced with vendors, participated in the negotiation and establishment of contracts Show less