Experience

Insight Communications

• United States
• Telecommunications
• 200 - 300 Employee

• Vice President Call Center Strategy

  • Jul 2008 - Present

  Directs all aspects of customer experience strategy for the companies six District call centers (392 seats) and one corporate High Speed and Telephony call center (190 seats). Works closely with the Regional and District staffs on improving call center efficiency, reporting and reducing Non Pay Churn.

• Regional Director of Customer Experience

  • Oct 2004 - Jul 2008

  Directs all aspects of customer experience strategy for the Region’s six Districts and eight call centers



ENHANCEMENT SERVICES CORPORATION

• Redemption Center Director,

  • Feb 2004 - Oct 2004

  Directed all aspects of customer care strategy, sales, operations, and financial controls for the Redemption Center Directed all aspects of customer care strategy, sales, operations, and financial controls for the Redemption Center



Comcast/At&T Broadband

• Regional Director of Resource Planning and Management

  • Sep 2002 - Feb 2003

  Managed the Regional long and short term strategic planning for call volumes, staffing requirements, and the intraday management for the company’s two 600+ seat call centers in Jacksonville, Florida and Miramar (Miami), Florida supporting our video, telephony and high speed data products. Managed the Regional long and short term strategic planning for call volumes, staffing requirements, and the intraday management for the company’s two 600+ seat call centers in Jacksonville, Florida and Miramar (Miami), Florida supporting our video, telephony and high speed data products.



AT&T BROADBAND

• Site Director Customer Care-Jacksonville, FL

  • Jun 2001 - Sep 2002

  Directed all aspects of customer care strategy, inbound sales, operations, and financial controls for the Jacksonville 600+ seat call center, including ACD administration and call routing procedures supporting our video, telephony and high speed data products. Directed all aspects of customer care strategy, inbound sales, operations, and financial controls for the Jacksonville 600+ seat call center, including ACD administration and call routing procedures supporting our video, telephony and high speed data products.



AT&T BROADBAND/MEDIAONE

• Director of Resource Planning and Management, Jacksonville, Florida

  • Oct 1999 - Jun 2001

  Managed the long and short term strategic staff planning for call volumes, staffing requirements, scheduling, and the intraday management for the Jacksonville call center supporting our video, telephony and high speed data products. Managed the long and short term strategic staff planning for call volumes, staffing requirements, scheduling, and the intraday management for the Jacksonville call center supporting our video, telephony and high speed data products.



MEDIAONE/CONTINENTAL

• Site Director of Customer Care-Richmond Virginia

  • Aug 1995 - Oct 1999

  Directed all aspects of the customer care strategy, inbound sales, operations, and financial controls for the Richmond, Virginia 120 seat call center. Directed all aspects of the customer care strategy, inbound sales, operations, and financial controls for the Richmond, Virginia 120 seat call center.



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Director of Customer Service, Orlando, Florida

  • Aug 1984 - Aug 1995

  Directed all aspects of customer care strategy, inbound sales, operations and financial controls for the Orlando 150 seat call center

• Director of Business Operations, Kansas City, Missouri

  • Dec 1981 - Aug 1984

  Directed the customer care strategy, operations and financial controls for the Kansas City 75 seat call center.



Allstate

• United States
• Insurance
• 700 & Above Employee

• Operations Division Manager, Kansas City, Missouri

  • Apr 1973 - Dec 1981

  Held various positions while with Allstate starting as a supervisor and progressing to Operation Divisional Manager. Managed such departments as Payment Processing, Auto and Property Rating, Quality Assurance and Inbound Call Center. Held various positions while with Allstate starting as a supervisor and progressing to Operation Divisional Manager. Managed such departments as Payment Processing, Auto and Property Rating, Quality Assurance and Inbound Call Center.