Experience

Aesbus Company

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Director, Quality & Training

  • Jul 2019 - Present

  I am passionate about customer service and ensuring processes and procedures are followed at the highest level. I currently lead and champion our Company's culture of quality and am responsible for the design and achievement of goals with respect to quality and training. In addition, I ensure compliance with all client requirements and provide leadership and structure to all aspects of the Quality and Training functions across worldwide sites.

• Project and Program Leader

  • Jul 2018 - Present



iQor

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Director, Quality Assurance & Training

  • Jun 2011 - Jul 2018

  Perform an array of executive duties associated with daily operations and quality control for multiple client groups. Research, analyze, and compile contact center activity reports to share with internal and external client groups. Develop and implement effective and sustainable programs, policies, and procedures to help achieve company goals. • Hire, train, mentor, and develop a team of domestic and international Quality Assurance & Training Specialists• Establish goals, administer disciplinary actions, and conduct performance reviews• Communicate and collaborate with internal departments and various client groups• Create, track, and maintain budgets for the quality assurance & training departments • Train, mentor, and develop a team of domestic and international Operations Supervisors



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Multiple Titles

  • Aug 1995 - Jun 2011

  Senior Learning & Development Specialist: 2008-2011Developed, organized, and facilitated blended learning training programs including leadership and contact center readiness training with a focus on result-based return on investment. Mentored and coached fellow Learning and Development Training Specialists. Communication and collaboration liaison for performance improvement initiativesTraining Specialist: 2006-2008Responsible for the development and implementation of new training/instructional programs for customer service representatives. Delivered DDI (Development Dimensions International) training programs to management. Served as communication and collaboration liaison between several company departments. Quality Assurance Supervisor: 2004-2006Implemented multiple incentive-based programs to boost contact center morale and support internal promotion of general sales and product packages. Oversaw all facets of quality assurance operations including internal and external outsourced teams. Trained and motivated staff members via one-on-one interaction and/or team-focused meetings. Customer Service Supervisor: 2003-2004Hired and trained customer service representatives, enforced performance standards, and maintained clear communications with direct reports. Analyzed call center activity via various database-driven reporting techniques. Communicated effectively with management and supported organizational goals. Cable Store Supervisor: 2000 – 2003Hired and trained customer service representatives for multiple locations. Enforced performance standards, and maintained clear communications with direct reports. Analyzed cable store activity via various database-driven reporting techniques. Communicated effectively with management and supported organizational goals. I began my career as a Cable Store Representative in 1995, was promoted to Senior Cable Store Representative in 1997, and promoted to Cable Store Supervisor in 2000.