Senior Consultant

• Mar 2022 - Present

WFM Consultant

• Apr 2019 - Mar 2022

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience. Calabrio ONE is easy to use, which empowers management to align activities and resources quickly with the demands of today’s multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud. Show less

Author/Writer

• Mar 2020 - Jul 2021

Senior Director Business Operations

• Mar 2009 - Feb 2019

SaaS - injixo workforce management

Client Experience - injixo WFM

• Mar 2009 - Feb 2019

For any contact center, injixo is a powerful and easy-to-use cloud workforce management application for forecasting, scheduling and intraday management. Our clients do more business and create happier customers while lowering costs and reducing effort around staffing their labor in the contact center. injixo's parent company is InVision Software, Inc. and in 1995 we started offering workforce management software. By 1997 our focus was completely on the contact center industry. By 1999, InVision had already set up subsidiaries in the UK, France, Italy, Spain, Switzerland, Austria, the Netherlands, Sweden, South Africa and the United States. InVision had officially become a leading international provider of workforce management solutions. As one of the earliest adopters of cloud services for the contact center industry, InVision radically changed our business model and we were one of the first to deliver workforce management as "Software as a Service"​ under the brand "injixo". Strategically, in June 2011, InVision acquired The Call Center School, the industries-leading training and e-learning company which offers one of the most comprehensive training the contact center industry has ever seen.Challenges don’t get in our way at InVision - we just roll up our sleeves and find the best solution. We are technology leaders. We rapidly master new techniques. We learn from each other and that’s a lot of fun. Our open plan office positively encourages discussion and enables ideas to be constantly kicked around. My real title is Senior Chief Executive Global Head of Everything. Sounds amazing right? Not for us. We’re more interested in rising to demanding industry challenges, making our customers happy as well as in constant personal development. We don’t go in for fancy job titles. So if you’re looking to measure your progress by your achievements and your contribution to the company’s success, then you’ll love being a client or investigating a career path at InVision. Show less

Senior Manager, Sales + Marketing

• Mar 2009 - Aug 2010

Senior Director Business Operations

• Jun 2011 - Dec 2018

Since 2001, The Call Center School has been dedicated to the personal development of contact center individuals. With over 30,000 certified graduates from more than 4,000 contact centers, they are a market leader in the industry. The expert learning and development team of industry specialists, instructional designers, graphic designers, video journalists, and linguists, ensures that all content is of the highest standard. The offering represents a fresh and exciting outlook on digital learning. All content is precisely tailored to suit the training requirements of the audience – be it one agent or 10,000. Interactive components promote active learner engagement throughout and defined learning objectives + assessments ensure a continuous learning progress. The Call Center School delivers comprehensive information and expert advice to all individuals involved in the daily operation of any contact center. Their dynamic learning library caters for all training requirements; from basic introductory courses for agents, to expert training in advanced Workforce Management techniques. All content is continually refreshed, based on current and emerging industry trends. Show less

Assistant Football Coach - Passing Game Coordinator

• Mar 2009 - Mar 2012

Assistant Football Coach at Joliet Junior College 2009 - Defensive Backs Coach 2010 - Wide Receivers Coach 2011 - Passing Game Coordinator/Wide Receivers Coach Assistant Football Coach at Joliet Junior College 2009 - Defensive Backs Coach 2010 - Wide Receivers Coach 2011 - Passing Game Coordinator/Wide Receivers Coach

Co-Founder & Camp Director

• Jan 2007 - Dec 2010

THE CAMP OF CHAMPIONS is a non-profit organization dedicated to creating an environment that will inspire, encourage and help motivate todays youth to build their future and rebuild a solid America by helping them learn about THE D.R.I.V E. Discipline - Respect - Integrity - Value of Education THE CAMP OF CHAMPIONS is a non-profit organization dedicated to creating an environment that will inspire, encourage and help motivate todays youth to build their future and rebuild a solid America by helping them learn about THE D.R.I.V E. Discipline - Respect - Integrity - Value of Education

Assistant Football & Track Coach

• Jan 2007 - Dec 2008

Assistant Football Coach serving as the JV Head Coach and Varsity Receiver's Coach for two years while also coaching Varsity Track & Field. Assistant Football Coach serving as the JV Head Coach and Varsity Receiver's Coach for two years while also coaching Varsity Track & Field.

Senior Business Operations Manager - Contact Center

• Jan 2007 - Dec 2007

Homes.com provides home buyers, sellers, renters, and home value seekers with up-to-date real estate information, tools, and home listings across the US and Canada. Our website and mobile apps give consumers the information they need to find their first or next home, as well as innovative tools like Snap and Search, Homes.com Match and HomeShare to make the home search experience collaborative, simple and effective. Our 'how to' section guides first time, or many time, home buyers, sellers, renters and finance-seeking consumers through those often complicated processes, with tips, mortgage calculators, and 'everything home' advice to educate, inspire and facilitate smooth transactions & moves. The Homes.com blog has thousands of stories, checklists, 101 tutorials and entertaining articles that can benefit both the homeowner and home seeker. Follow us on our social media channels or subscribe to our blog feed to get fresh-daily and valuable homes-driven content to your inbox! As one of the oldest (and easiest to remember) home listing resources, Homes.com offers a clean interface consumers love, and home search tools that let home shoppers choose their nice-to-haves and must have home features. With millions of listings of houses, condos, townhomes and apartments for rent or sale, Homes.com is the only website (or home search app) you'll need. Consumer-first, simply smarter. We think you'll love finding your next home on Homes.com Show less

Business Operations Manager - Call Center

• Jan 2003 - Dec 2006

Z57 was launched in December of 1998 and has been leading the pack as an innovative real estate marketing company for many years. Our fun, energetic culture and focus on personal and professional growth make Z57 a fun place to work and a fun company to work with! Z57 has a lot to be proud of and will continue to stay committed to being a top-notch real estate internet marketing service provider. With Z57, you get solutions for social media marketing, connecting with mobile consumers, a professional lead capture website, tons of marketing tools, comprehensive training and ongoing support to help you every step of the way all for one low monthly price. In addition to all of our tools and training, you’ll be working with a company who has over 14 years in the real estate internet marketing business. We are dedicated to your success. Show less

Business Operations Manager - Call Center

• May 1995 - Jul 1998

California Marketing Group has delivered high quality contact services to the publication industry for nearly three decades. We have a strong track record of success for our clients. EVERY subscription order for the last 26 years has been subject to audit. We are proud to note that all of our centers are based entirely in the USA. California Marketing Group has delivered high quality contact services to the publication industry for nearly three decades. We have a strong track record of success for our clients. EVERY subscription order for the last 26 years has been subject to audit. We are proud to note that all of our centers are based entirely in the USA.